Complaints scheme

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

1. Discuss your complaint with your GP

If you have a complaint, please discuss it with your GP first. This is also possible if the complaint concerns the doctor's assistant, for instance. A complaint may have to do with your treatment, the way you are treated or with telephone accessibility, for example.
If your GP does not know you are dissatisfied, he or she cannot try to resolve your complaint either. You can make an appointment with your GP to discuss your complaint. If you cannot resolve it together, read below what you can do next.

2. The complaints officer reaches a resolution

You can submit your complaint to internal complaints officer. The complaints officer will work with you to resolve your complaint or problem. The complaints officer may try to mediate the complaint. The complaints officer does not take sides. She helps you and the GP resolve the complaint together. Everything you tell the complaints officer is confidential. You can do this by filling in the digital complaint form fill in. The complaints officer will then contact you.

If mediation is unsuccessful, you may decide to submit your complaint to DOKH's external complaints officer.

3. DOKH's external complaints officer

The external complaints officer has a similar approach to the internal complaints officer but the difference is that the external complaints officer is not part of our practice. The starting point is to resolve the complaint together through mediation between you and your GP. You can contact this complaints officer at this link.

If, despite the mediation talks, you do not reach a solution, the complaints officer will support you in any next step. Your complaint then becomes 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 ruling on your complaint. For example, to hear whether your complaint is justified, or because you want advice to be given to your GP to prevent a recurrence. And perhaps you have suffered damage and want to ask for compensation. You can then submit your complaint as a dispute to the Geschillencommissie Huisartsenzorg. This independent committee consists of a chairman (lawyer) and members on behalf of patients and members on behalf of GPs. The committee is assisted by an official secretary. The verdict of the disputes committee is binding.

You can also contact DOKH directly, but we hope you will contact us first.

DOKh Foundation
Complaints and Disputes Department
Ruby Street 6
1812 RB Alkmaar

Phone number: 072 – 520 83 25
E-mail: klachtenengeschillen@dokh.nl
Website: www.dokh.nl

You can also read the above procedure at Foundation for Complaints and Disputes Primary Care.