Complaints Procedure

Complaints Procedure

The staff of The Grange and Changes GGZ make every effort to provide you with good care and support. However, if you are not fully satisfied with the treatment, you can let us know.

Filing a Complaint

You can submit your question or complaint to the complaints officer of Changes GGZ. A representative or relative of yours can also do this on your behalf. You can send your complaint to kl******@ch********.nl. Prefer to write a paper letter? Please send it to Stichting Changes GGZ, Attn: Complaints Officer, Ulvenhoutselaan 79, 4834 MD Breda.

Changes GGZ is also a member of the Healthcare Complaints Desk. For information, questions, or advice, you can also contact the independent Healthcare Complaints Desk directly. (This can be done even after contacting the complaints officer at Changes GGZ.) A staff member from the Healthcare Complaints Desk will try to resolve your complaint with information and advice and can connect you with an independent complaints officer. This officer can mediate between you and us to find a good solution together. You can reach the Healthcare Complaints Desk easily by calling 070-310 53 92, Monday to Friday from 9:00 AM to 5:00 PM. Alternatively, you can send an email to in**@kl****************.nl.

For more information, you can also visit: https://www.degeschillencommissiezorg.nl/klachtenloket-zorg/

Procedure

Once you have submitted your complaint through the complaints officer at Changes GGZ via kl******@ch********.nl, you can expect the following. (The Healthcare Complaints Desk follows its own procedure and will inform you accordingly.)

• The complaints officer will record the date of receipt of the complaint and create a file.
• Within 5 working days, you will receive a written acknowledgment of receipt via email. If you do not respond within 2 weeks, your complaint will be considered withdrawn. However, you can always submit your complaint again later.
• The complaints officer aims to provide a substantive response within 4 weeks. This process may vary depending on the complaint but will always be in accordance with this procedure, the Wkkgz (Healthcare Quality, Complaints, and Disputes Act), the GDPR (General Data Protection Regulation), and other applicable regulations.
• In this process, the complaints officer acts as a mediator. They are impartial and do not make a judgment about who is right. Communication may be written, or sometimes a phone call will be made. The complaints officer’s goal is to hear you, the complainant, and to find a good way to resolve the issue with Changes GGZ.
• If the complaint is resolved to your satisfaction through the intervention of the complaints officer, this will be confirmed in writing via email.
• If it is expected that the complaint will not be resolved or withdrawn within 6 weeks of its receipt, the timeline can be extended by mutual agreement. The complaints officer will inform both the complainant and the accused party of this extension.

Disputes Committee

If, despite efforts from both parties, your complaint has not been satisfactorily handled, you can submit your complaint to the external and independent Healthcare Disputes Committee. Changes GGZ has an agreement with this organization for handling complaints via a dispute resolution process. Your complaint will become a dispute. An impartial, expert committee will evaluate your dispute and issue a binding decision. This means that both you and we must adhere to the decision, and no appeals can be made. For more information, you can visit: www.degeschillencommissiezorg.nl.

The complaints officer can further inform you about this procedure if needed.

Finally

Before submitting a complaint, you can always discuss your complaint or question with your therapist (if possible). They would appreciate the opportunity to discuss the cause of your complaint with you. If your therapist is unaware that you are dissatisfied, they cannot try to resolve the issue. This is not mandatory, but experience has shown that many complaints can sometimes be resolved this way. Changes GGZ is always open to feedback from clients.

We are a member of the Healthcare Disputes Committee.