By whom
A complaint can be reported by the patient themselves or, with their knowledge, also by their family, trusted person or representative.
Anonymous complaint
You may also report your complaint anonymously. Anonymous complaints are signalled to those responsible for notification only. Your report can thus contribute constructively to the optimisation of care and services.
Trusted person and representative
As a patient, you can be assisted by a trusted person. This is someone the patient chooses themselves, to assist them in exercising certain patient rights (a family member, close friend, or any other person designated by the patient).
If you are unable to exercise your rights yourself, a representative may be appointed. This is the person who exercises the patient rights of the adult, legally-incapacitated patient, if and as long as the patient is unable to exercise their own rights.
Both for appointing the trusted person and the representative, you must complete and provide the hospital with specific documents, which are included in your patient record and can be downloaded from the Public Health Ministry website.
Procedure
- Some complaints stem from a misunderstanding. It is always best to discuss your complaint or problem first with the healthcare provider concerned (doctor, head nurse, social worker, etc.). Misunderstandings can often be cleared up and you can look for a solution together.
- If you cannot find a solution this way, you can report your complaint to the ombudsman service.
Process
- Preferably formulate and submit your complaint in writing.
- The ombudsman service will make a file of your complaint.
- Your complaint will be forwarded to the people responsible.
- Feedback is then requested or a mediation meeting is suggested.
- You subsequently receive an answer.
If mediation does not lead to a solution, we will inform you of other (external) options for the further handling your complaint.