Not satisfied?
We believe it is important that you can discuss your experience with us. If you are dissatisfied with your treatment, the way you have been treated or the organisation of your care, we encourage you to discuss this first with your physiotherapist. If you would prefer not to discuss it with your own physiotherapist, you can contact practice owner Yvonne Zwolle at info@fysiowestlandgracht.nl or +31 (0)20 617 4646. We will try to find an appropriate solution together with you.
KNGF Complaints Procedure – independent complaints officer
Fysio Westlandgracht participates in the KNGF Complaints Procedure for Physiotherapy (Klachtenregeling Fysiotherapie). If we are unable to resolve the matter together, or if you would like support in discussing or submitting your complaint, you can use an independent complaints officer through the KNGF Complaints Procedure free of charge. The complaints officer can advise you, help you formulate your complaint and mediate in seeking a solution.
How can you access the complaints procedure?
Patient information and the current forms for the Physiotherapy Complaints Procedure are available via DeFysiotherapeut.com, the patient website operated by KNGF. For information about the procedure, you can also contact KNGF by telephone on 033 – 467 29 00 on working days from 08:30 to 17:00.
Time limit and written decision
In accordance with the Dutch Healthcare Quality, Complaints and Disputes Act (Wet kwaliteit, klachten en geschillen zorg, Wkkgz), a formal complaint is generally handled within six weeks. Where necessary, this period may be extended once by four weeks. The complaints procedure concludes with a written decision from the healthcare provider.
Physiotherapy Disputes Committee
If, after the complaints procedure, you are dissatisfied with the outcome and wish to pursue the matter further, you may, subject to the conditions of the applicable procedure, submit the dispute to the Physiotherapy Disputes Committee (Geschillencommissie Fysiotherapie). The committee determines whether the dispute can be accepted for consideration and may issue a binding decision.
