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Mon to Sun 08:00 to 22:00
All staff at Skin + Surgery Clinics always strive to achieve the best results and provide the best service. If there is anything you are dissatisfied with we would like to hear about it. We always take complaints very seriously because your good experience is worth a lot to us and we always want to keep improving.
However, should it happen that you have a complaint and you feel you cannot work it out together with your treating doctor, or anyone on our staff, Skin + Surgery Clinics has a clear complaints procedure. Your complaint will always be addressed.
We prefer to talk to you (in person, by phone or by e-mail) about what you are not satisfied with. You can also download a form (see below) which allows you to submit your complaint to us without a conversation. It also allows you to make a complaint or a suggestion for improvement anonymously. Request this form via info@skin-surgery.nl, via one of our staff members. We will try to resolve the complaint to your satisfaction within two weeks.
Should it happen that you have not come to an agreement together, we will put you in touch with our independent complaints officer. Under the Wkkgz (Quality, Complaints and Disputes Care Act), we are affiliated to a complaints and disputes scheme. We have placed this with the Ministry-approved and independent DOKh.
Complaint reception
The complaints officer will engage with you and be your first port of call in case of complaints. Throughout the process, you will be supported by this complaints officer. You will receive advice here and you can ask all your questions. If necessary, you can also get help with formulating your complaint in writing. Once everything is clear, you will work with the complaints officer to find a solution. The first option here is usually complaint mediation. You can indicate whether you are open to this.
Game rules
- Complaint mediation, complaint handling and help from the complaints officer are free of charge for you as a patient.
- Only when both parties agree is mediation a success
- Mutual respect and trust should be the starting point of any mediation.
- All those involved in mediation are subject to a duty of confidentiality and take the utmost care with your privacy at Dokh.nl you can download the full complaints procedure.
Complaint mediation
Most complaints can be resolved in a conversation where an impartial mediator sits at a table. If both the doctor and the patient are open to mediation, an initial mediation meeting can usually take place within two weeks. The complaints officer is then the mediator in this. During the talks, both parties are asked to explain what happened. As mutual understanding grows, a situation usually arises in which both parties come closer to each other. The ultimate goal is to restore the relationship between you and the doctor.
If you cannot come to an agreement with the complaints officer
If you cannot come to an agreement despite mediation talks, the complaints officer will support you in taking the next step. Your complaint then becomes a dispute. A dispute does involve costs. In that case, please contact:
DOKh Foundation
Complaints and Disputes Department
Kwakelkade 21f
1823 CL ALKMAAR
From 10 April 2017:
Ruby Street 6
1812 RB ALKMAAR
Tel: 072 - 520 83 25
Website: www.dokh.nl
We hope that official complaint handling need not be necessary. They are time-consuming procedures that usually involve a lot of negative energy. Misunderstandings and miscommunication are usually the cause of a complaint. We would like to do everything possible to prevent this from happening.