Complaints procedure
COMPLAINTS PROCEDURE
COMPLAINTS PROCEDURE
In the unlikely event that you are not satisfied with our treatment, you will find our complaints procedure here.
Fysio Westlandgracht has developed a complaints procedure for its patients.

Patients who are or have been receiving treatment and who are not satisfied with this treatment or with other matters that affect our practice can submit a complaint.

Our practice considers complaints as an important way to improve the quality of action. Our practice will seriously address all complaints that reach us. The aim is to resolve the complaint within the practice, in consultation with the patient. If this fails, then further official procedures can be followed. The complaints procedure is explained in the brochure of the practice.

Complaints will be dealt with in a systematic and structured manner, following the 'internal complaints procedure' guideline below. The outcome can lead to preventive and possibly corrective measures so that the same errors/complaints are prevented. 
A complaint form is developed for this procedure. All employees are required to complete this form if there is a complaint. The completed form will be listed under "received notifications". This is then recorded on the action list and monitored, see below.

Complaints are immediately discussed with the patient if possible and resolved internally as soon as possible.

PROCEDURE:
  • Complaint or expression of dissatisfaction of the patient reaches the relevant physical therapist.
  • The physiotherapist identifies the complaint and tries to make this immediately discussable with the patient.
  • If possible, the physiotherapist looks for a solution in consultation with the patient.
  • If the complaint cannot be resolved immediately, a colleague or practitioner is called in.
  • The complaint and the outcome are sent back by the physiotherapist.
  • If the patient does not wish to discuss the complaint with his treating physiotherapist, then it is offered to discuss the complaint with one of his colleagues or the practice holder.
  • The complaint is discussed during the conversation between the patient and one of the colleagues or practitioners.
  • A solution is sought in consultation with the patient.
  • If the complaint cannot be resolved immediately, it is agreed that the patient will receive a follow-up interview within two weeks in which the result and the conclusion are discussed.
  • The complaint is handled during physio consultation and the complaint is also reported directly via the complaint registration form.
  • The practitioner takes measures to prevent the same complaint in the future.
  • The complaint, the result, and the measures are fed back to each other and stated on the action list.
  • The results are (if desired) discussed with the patient.
If the patient is not satisfied despite the efforts of the treating physiotherapist and / or the practice holder, the patient is offered the opportunity to formally submit the complaint to the KNGF's complaints committee. In the case of a complaint submitted to the KNGF, the complaints procedure follows following the "Regulations for the Physical Therapy Complaints Committee Royal Dutch Society for Physiotherapy (KNGF)".
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