Complaints procedure
We do everything we can to give you the best possible care. Even so, there may be something you are not satisfied with. On this page you can read how to raise it and what steps you can take.
Chiropractie Rivierenland places great value on satisfied patients. If you have a complaint about your treatment or how you were treated, we take that seriously. In doing so we follow the principles of the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz).
Step 1: Discuss it with your chiropractor
The quickest route to a solution is an open conversation. A complaint often arises from a misunderstanding that can be resolved in a personal conversation. We warmly invite you to discuss this with your treating chiropractor.
Step 2: Independent complaints officer
If you cannot resolve it together, or you prefer independent support, you can call on an independent complaints officer free of charge. They will listen, inform you of your options and can mediate between you and the practice.
Provide the name and contact details of the complaints officer and the professional association the practice is a member of (for example SCN - Stichting Chiropractie Nederland or NCA), including the chiropractor's membership/registration number.
Step 3: Disputes body
If the complaint does not lead to a satisfactory solution, you can submit your dispute to the recognised, independent disputes body to which the practice is affiliated. This body issues a binding ruling and can award compensation.
Provide the exact name, address, website and any costs (complaint fee) of the disputes body to which the practice is affiliated via the professional association. This is legally required to be stated under the Wkkgz.
Time frames
We aim to handle your complaint as quickly as possible and to give you a reasoned response within a reasonable period about how we will deal with your complaint and what measures, if any, we will take.
Costs
There are no costs to you for discussing your complaint with the practice and for the involvement of the complaints officer. A statutory complaint fee may apply for the disputes body.
Confidentiality
Your complaint is treated confidentially. Information is used solely for handling the complaint and improving our care.
Contact
You can submit your complaint in writing or verbally via our contact page.
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