Frequently asked questions about the procedure if you are dissatisfied

If you have complaints about certain matters at our practice, please first consult our “frequently asked questions” section: we increasingly notice that people readily share their concerns about practice processes. That is why we have collected the questions and comments we often hear about certain practice matters and explained them in our frequently asked questions section. Please look there first to see whether your questions or feedback have already been answered before you submit your complaint. We do our very best to be a good GP for you and therefore invest in innovation and in improving quality. We realise that not everything always runs smoothly, and we ask for your understanding. Of course, there may always be matters you are less satisfied with. These may concern the running of the practice (availability, consultation times, handling of repeat prescriptions, etc.), medical matters, or the way you were treated by the GP or one of the other staff members.

If, after consulting the “frequently asked questions” section, you still wish to report a certain dissatisfaction, you can do so according to the designated procedure. You can submit your complaint in writing (klacht@hohmanndevet.nl). We will make every effort to deal with your complaint properly. You can also contact our practice to discuss the complaint and take further steps. Please be aware that every response to a complaint we receive takes time, which we have to spend alongside our primary patient care tasks. Unfortunately, answering complaints will also, to some extent, keep us from our care tasks. We ask for your understanding and patience during this process.

If you have complaints about the running of the practice, medical matters or the way you were treated, we first ask you to report your complaint to the practice (by e-mail to klacht@hohmanndevet.nl or by phone). If you feel that your complaint is not being dealt with adequately, you can always submit an official complaint to the complaints committee our practice is affiliated with. We are affiliated with the SKGE (Stichting Klachten & geschillen Eerstelijnszorg, the foundation for complaints and disputes in primary care). The SKGE is an independent organisation that offers accessible complaint mediation and dispute resolution. For more information, see their website: www.skge.nl

We aim to send an acknowledgement of receipt as soon as possible after we have received your complaint. In principle, you can expect a response within one month. If the complaint is very complex, we reserve the right to extend this period by another month. The time needed to respond to your complaint depends on its complexity and on the time available alongside our regular care tasks. We do our best to comply with the guidelines of the KNMG (Royal Dutch Medical Association), the organisation that sets rules for handling complaints in healthcare. The exact time may vary depending on how difficult the complaint is. If you have not received a response within the expected time, please feel free to contact us for more information.