Do you have a complaint?
Fortunately, most patients are satisfied with the service provided by the After Hours Medical Clinic. However, it may be that you are less happy about certain matters. You may have a complaint about a doctor, the assistant or about the medical clinic organisation.
You have a complaint. What should you do?
We would appreciate it if you would give us the opportunity to learn from your complaint and give the organisation the chance to make adjustments where necessary. If the After Hours Medical Clinic is not aware of your dissatisfaction, we will be unable to take steps to resolve your complaint. Therefore, we would appreciate it if you could inform us of any criticism you may have.
Complaints can be lodged as follows:
Complaint
You can file a complaint using the digital complaint form
You can also send your letter to:
Stichting Huisartsenpost Amstelland
Attn. The Complaints Officer
Laan van de Helende Meesters 8
1186 AM Amstelveen
By telephone:
You may report your complaint to the officemanager on Mondays, Tuesdays, Wednesdays and Thursdays between 10 am and 4 pm; on 020-4562006.
What will happen with your complaint?
When the complaints officer receives your complaint, he/she will send an acknowledgement of receipt and/or call you within fourteen days. The complaints officer will discuss the most suitable way of handling your complaint with you.
There are a number of options:
Register
You could express you dissatisfaction so that the medical centre can learn from this and the situation can be prevented in the future. You wish only to register your complaint. In other words, expressing your complaint is sufficient. The person your complaint concerns will always be informed of the complaint.
Mediation
You wish to speak with the person your complaint concerns. It is possible for the complaints officer to be present during this conversation.
Other complaints options
If you are dissatisfied with the way which the medical centre receives and/or handles your complaint, you can send your complaint in writing to the complaints committee of the After Hours Medical Clinic. The complaint committee’s address is:
DOKH complaints committee
Kwakelkade 21f
1823 CLAlkmaar
You could also choose to send your complaint directly to the complaints committee. The complaints committee will assess the validity of your complaint and relate this back to you and the employees in question. The complaints committee will also make recommendations to the organisation in order to prevent repetition and improve quality.
No charge
No charge is made for advice, support and handling in relation to complaints; even by the IKG or complaints committee.
Privacy
Great care will be taken to preserve your privacy when registering complaints. If complaints cases are used for the purpose of training doctors or quality improvement, the names of the people involved will be deleted.
Complaints regulations
The implementation of the complaints procedures is laid down in the complaints regulations of the After Hours Medical Clinic.
The complaints officer can inform and advise you on the complaints options. If you need external advice or assistance, you can contact the Information and Complaints Agency for Healthcare Services (Informatie en Klachtenbureau Gezondheidszorg, or IKG): Zorgbelang Noord Holland, W.M. Dudokweg 69, 1703 DC Heerhugowaard.