COMPLAINTS PROCEDURE

It may happen that you are not completely satisfied or have a complaint about a treatment or our services.
We are of course sorry about this, and in that case we would like to discuss this with you. We kindly request that you contact us immediately.
so that we can find a suitable solution together.

Purpose of the complaints procedure
The purpose of this complaints procedure is to provide a clear and transparent way for filing, handling and resolving complaints.
regarding the treatments and services provided by MAAI CLINIC. This procedure complies with the guidelines of the Healthcare Quality, Complaints and Disputes Act (Wkkgz).

More information about this law can be found on the Dutch government website: https://www.rijksoverheid.nl/onderwerpen/kwaliteit-van-de-zorg/wet-kwaliteit-klachten-en-geschillen-zorg .

Filing a complaint
– You can submit your complaint in writing or by email via info@maaiclinic.nl.
– Please state your name, contact details, date of the incident and a clear description of your complaint.

Handling of the complaint
– Our complaints officer will register the complaint and send you an acknowledgement of receipt.
– The complaint will be investigated and, if necessary, additional information will be requested from the relevant practitioner or employee.
You will receive a written response within 14 days of receiving your complaint. If more time is needed for investigation, you will be notified in a timely manner and a new deadline will be agreed upon.
– We always strive for a suitable solution and, if possible, make concrete proposals to resolve the complaint.
Mediation
– If you are not satisfied with the solution offered, you can request mediation by our complaints officer.
– The complaints officer will attempt to mediate between you and the party(ies) involved in order to arrive at a satisfactory solution.
If mediation does not lead to the desired result, you can submit the complaint to an independent body, such as the DokH Disputes Committee.
Feedback and evaluation
– After completion of the procedure, you will receive feedback on the steps taken and the results.
– We periodically evaluate complaints to improve our care and services and prevent recurrence.
– If you wish, you can provide feedback on the complaints procedure and its handling.

External complaints procedure
If you are not satisfied with the internal handling of your complaint, you can use the complaints procedure of our affiliated dispute committee.
For this we refer you to the information in the ' Patient Complaints Procedure Brochure ' and the ' Patient Treatment Brochure ' from DokH.