Complaints scheme

You have a complaint about GP care. What can you do? Together we resolve it.

1. Discuss your complaint with your GP

Do you have a complaint? If so, discuss it with your GP first. This may also concern, for example, a doctor's assistant and may be related to your treatment, the treatment or, for example, telephone accessibility.

If your GP does not know that you are dissatisfied, he or she cannot try to resolve your complaint either. Therefore, make an appointment to discuss your complaint. If you cannot come to an agreement together, you can follow the next steps.

2. The complaints officer reaches a resolution

You can submit your complaint to our internal complaints officer. The person will work with you to find a solution to your complaint or problem. The complaints officer may try to mediate the complaint, helping you and the GP resolve the complaint together. The complaints officer does not take sides. Everything you tell the complaints officer is confidential.

You can contact us by completing the digital complaint form fill in. The complaints officer will then contact you to discuss your complaint.

3. DOKH's external complaints officer

If, despite internal mediation, we do not reach a solution, you can submit your complaint to DOKh's external complaints officer, an independent, nationally recognised complaints and disputes body. This officer works in the same way as the internal officer, but is not connected to our practice.

The starting point is always to find a solution through mediation between you and the GP.

If you also fail to reach an agreement with the external officer, your complaint may become a dispute.

4. The disputes committee will come up with a binding opinion

Only if you really cannot come to an agreement with your GP and with mediation by the complaints officer can you request a binding decision. This can be, for example, to assess whether your complaint is justified, to give advice to the GP to prevent recurrence, or to ask for compensation.

You can then submit your complaint to the Geschillencommissie Huisartsenzorg, an independent committee consisting of a chairman (lawyer), members on behalf of patients and members on behalf of GPs, assisted by an official secretary. The decision of this committee is binding.

Please note that you can only file a dispute if you have first tried to resolve the problem through the complaints officer.