It may happen that you are not satisfied with the care provided by your specialised HIV doctor, HIV nurse, or any other healthcare provider or professional. Or, for instance, if an occupational health officer or company doctor does not adhere to professional secrecy, or if your dentist treats you differently because of your HIV status.
In brief:
- Talk to someone about an unpleasant experience.
- When in doubt, ask for a second opinion.
- You can always file a complaint.
- Make sure you know what you want to achieve with the complaint
Take action after an unpleasant experience
Don't carry on feeling uncomfortable, but start a conversation. You always have the right to a second opinion, or to file a complaint.
It's up to you to:
- discuss your complaint with the person concerned;
- look for someone who can offer you better care;
- obtain information from another doctor, for a so-called second opinion;
- submit a complaint to a complaints officer;
- report your complaint to the Servicepunt van de Hiv Vereniging (Service Desk at the Dutch HIV Association);
- or leave it as it is.
Contact
Start by talking to your healthcare provider. Tell your story and ask for your questions to be answered. Perhaps explanation and clarification by both parties will be enough. If you find it difficult to talk to your healthcare provider directly, you could see if there is a complaints officer within the institution who could help you. Prepare for the interview, and write down exactly what your complaint is.
Filing a complaint
According to the Healthcare Quality, Complaints and Disputes Act (Wkkgz) – healthcare institutions and healthcare providers must have a written complaints procedure. This protects the position of both the patient and the client. Inform yourself on which regulation applies to your situation.
What do you want to achieve with your complaint?
Determine for yourself what exactly you have in mind and what you want to achieve. For example, think about one of the following goals and decide what is the most logical route you could follow. You want, for instance:
recognition
You want your complaint to be recognised. Contact the healthcare provider or his/her supervisor. If they don’t agree with you or don’t apologise, consider filing a complaint with the complaints commission.
no repetition
You want to avoid repetition. Present the matter to the healthcare provider and/or their supervisor. Ask what measures are being taken to prevent a recurrence. You can also send a signal by submitting the matter to the complaints committee, or by submitting the matter to the Geschillencommissie Zorg (Healthcare Disputes Committee).
restoration
You would like to restore the relationship and the trust. Have a talk with the healthcare provider, with or without the help of a complaints officer or other mediator.
measures
Your goal is to take action against the healthcare provider. Contact the supervisor. If this does not have the desired result, submit the case to an assessing body (complaints committee or disciplinary tribunal).
judgement
You want your complaint to be judged independently. Present the case to an assessing body (Geschillencommissie Zorg or de rechter - the courts).
Compensation
You think compensation is appropriate. Write a letter to the management. If necessary, do this with the help of an external support person (Zorgbelang or the Juridisch Loket - both in Dutch). If this does not have the desired result, proceed via the Geschillencommissie Zorg or the civiele rechter.
If this does not have the desired result, proceed via the Geschillencommissie Zorg or the civiele rechter (both in Dutch).
How to submit a complaint - all in Dutch
Informative websites - all in Dutch
- De Geschillencommissie Zorg - this organisation has a number of healthcare committees. You can submit complaints about a healthcare provider or institution to them.
- Adviespunt zorgbelang - this advice desk registers questions and complaints about your healthcare provider and gives advice on further action. This could lead to a complaints procedure. It helps you to prepare for discussions and gives advice on how to substantiate a complaint.
- www.kiesbeter.nl
- Het Juridisch Loket (the Legal Helpdesk)
- Tuchtcollege voor de Gezondheidszorg (Disciplinary Court for Healthcare: in Dutch) - if you are not satisfied with the actions of a healthcare provider and the handling of your complaint, you can file a complaint with a Regional Disciplinary Tribunal for Healthcare. By doing so, you start a disciplinary procedure.
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