Information for Patients about the Complaints and Disputes Procedure for Paramedics
Unsatisfied? Don't keep it to yourself!

You seek good help and guidance, and we are eager to provide that. Your healthcare provider does everything possible to deliver high-quality care and to organize everything with care. However, if you as a client are still dissatisfied, it’s important to discuss it. If that does not lead to a solution, you can file a complaint. Your healthcare provider is affiliated with the Complaints and Disputes Procedure for Paramedics. Below, you will find more information.

What can I do if I am dissatisfied?

The first step: have a conversation with your healthcare provider. It’s possible that they are not aware that you are dissatisfied or what the issue is. There could be a misunderstanding. Often, such a conversation leads to a solution.

What if I still want to file a complaint?

It may happen that a conversation does not provide a solution or is not sufficient. Or, there might be a valid reason why you don't want to have a conversation. In that case, you can use a legally approved complaints procedure. The Complaints and Disputes Procedure for Paramedics, to which your healthcare provider is affiliated, offers you an independent complaints officer. Go to www.klachtenloketparamedici.nl. There you will find a simple form and further explanation. If you have additional questions or are having difficulty, you can contact the complaints office by phone. More information is available on the website.

What can I file a complaint about?

A complaint can be about the care provided, but also about the service or organization of the practice. For example, you might feel that you were not adequately informed, or the treatment may not have gone as expected or agreed upon.

What happens with my complaint?

The independent complaints officer will review your complaint, provide advice on how to file it, assist in formulating it, and seek a solution. You will receive a response from the complaints officer within two weeks of submitting your complaint.

What if no solution is found?

Are you not satisfied with the offered solution or the handling of your complaint? Then you can turn to the dispute committee. This committee is chaired by an independent leader. The committee will attempt to reach a solution. A ruling by the dispute committee is binding for both the healthcare provider and for you. In certain cases, the committee may award compensation.

What does it cost to file a complaint?

Filing a complaint is free of charge. However, if you wish for a ruling from the dispute committee, you will need to pay €50 as a contribution to the costs. If you are also seeking compensation, the fee is €100. You must pay these fees regardless of whether or not you are found to be in the right. In exceptional cases, the committee can waive the requirement to pay the fee.

Can't reach an agreement with this arrangement?

In that case, you are, of course, free to initiate legal proceedings to obtain a ruling from the civil court. However, carefully consider whether this will be the most beneficial course of action for you.