Podologie Benerink will do its best to provide you with quality care. Nevertheless, you may not be completely satisfied with our services. We find that very regrettable. Therefore, we would like to hear from you what you are dissatisfied with. We may be able to resolve your dissatisfaction and improve our quality of service. You can report your dissatisfaction or complaint to your health care provider or practice Podologie Benerink over de Scheer 3 7591 WK Denekamp
These complaint regulations outline the steps that will be followed if you make your dissatisfaction or complaint known to the practice. Further on in the articles are the detailed descriptions, which together constitute the complaint regulations.
Step 1:
Step 2:
Step 3
Step 4:
Step 5:
Step 6:
In case of dissatisfaction or complaint from you as a patient, discuss it yourself with the health care provider, hoping to resolve your dissatisfaction or complaint. If necessary, other individuals from the practice may be involved, or a follow-up meeting scheduled if it is conducive to resolution.
If you feel that your complaint has not been dealt with to your satisfaction, we will alert you to the possibility of seeking advice/discussion with an independent LOOP complaints officer or < Benerink podiatry ( something went wrong) Provided that the health care provider is affiliated with professional organization LOOP and follows LOOP's complaint regulations, you can turn to LOOP for this. You can use the complaint form at www.loop.nl to submit your complaint in writing to the professional organization. An independent complaints officer will then handle your complaint. The electronic or written notification of the complaint determines the commencement of the official deadline for processing the complaint.
The complaints officer can support you as a patient in the complaint process, can explore options for resolving the complaint and mediates with an open dialogue between healthcare provider and patient. If necessary, the complaint officer can assist in clearly and properly describing your complaint.
In accordance with the Care Quality Complaints and Disputes Act, the health care provider must from then on resolve the complaint with the patient within six weeks and writes its "verdict" on it. If necessary, the complaints officer can assist in clearly and properly describing this "judgment.
If, as a patient, you are not satisfied with the handling and resolution of the complaint through the mediation of a complaints officer, you may file a dispute with the independent dispute authority to which the healthcare provider is affiliated. The opinion of the Disputes Committee is binding. This dispute committee also has the authority to impose damages, if necessary, up to the amount of €25,000.
The healthcare provider is affiliated with independent dispute resolution body <something went wrong. The health care provider draws lessons from the complaints and proposes measures to improve its
quality. He will notify the LOOP complaint officer in writing.
LOOP's complaints officer handles complaints (anonymously) at regional peer review meetings, for learning and improving the quality of the profession.
Format complaint regulations LOOP January 2019, version 2.0 Page 3 of 7
Article 1 Definitions.
In these regulations, the following definitions shall apply:
Patient Complainant
Complaint
Caregiver
Healthcare provider Complaints officer
LOOP Judgment
Dispute
Article 2
The natural person receiving care from the health care provider.
the patient who has a complaint about a health care provider. This may include a patient's representative.
a complaint can be:
an expression of dissatisfaction with a course of conduct, including, among other things
includes acts or omissions, towards a patient in the context of the care provided by the healthcare provider, or relating to organizational aspects thereof,
An expression of dissatisfaction with a health care provider's refusal to consider a person as a patient's representative in the provision of care.
the LOOP member health care provider, a natural person who provides care professionally.
The practice where the health care provider works professionally.
the complaints officer at LOOP or the complaints officer appointed by the health care provider under this grievance procedure.
National Umbrella Body for Podiatry.
A written response from or on behalf of the health care provider containing a position or communication about a complaint. Such judgment may be preliminary or final.
a complaint, which after treatment in accordance with these regulations, has not been resolved to the patient's satisfaction and the patient does not resign therefrom.
Objectives of these complaint regulations
The purpose of these complaint regulations is to:
provide an effective and accessible reception and resolution of dissatisfaction and complaints,
aimed at resolving the complaint;
protection of the patient's legal position by providing a procedure for reception, mediation and treatment of complaints;
promoting restoration of the (treatment) relationship based on mutual trust, if necessary;
promote the quality of podiatry and podopostural therapy.
Article 3 Submission of expression of dissatisfaction and/or a complaint
When dissatisfied, the patient first turns to the health care provider to reach an informal solution.
The patient is given the opportunity by the health care provider to discuss their dissatisfaction in a one-on-one conversation in an attempt to work things out together. Others will be involved in this conversation (or a follow-up conversation) if it is conducive to resolving the dissatisfaction and the patient does not object.
If the conversation does not lead to a satisfactory resolution of the dissatisfaction, the health care provider points the patient to the health care provider's internal complaint procedure. In doing so, the health care provider also informs the patient of the possibility of seeking advice/discussion with an independent complaints officer and/or filing a complaint.
Format of complaint regulations LOOP January 2019, version 2.0 Page 4 of 7
The request for the services of a complaint officer may be submitted by the patient to the health care provider or to the LOOP secretariat (www.loop.nl), and a complaint officer will respond within a period of two working weeks.
With the patient's request for a complaint officer to assist with the complaint and mediation, the patient agrees to allow the complaint officer access to his or her relevant personal and medical records at the relevant provider, if necessary for the complaint officer's investigation to contribute to resolution.
Information on how to file a complaint is readily identifiable on the health care provider's website and practice. The health care provider informs employed health care providers and others of these Complaint Rules and asks and supports them to act in accordance with these rules
Submission of a complaint is made digitally, or in writing if necessary, via a complaint form available on the LOOP website (www.loop.nl) or at the health care provider's practice.
The complaint must be submitted to the health care provider digitally, or as needed, in writing, with date. The date on which the complaint was submitted to the health care provider via the complaint form and thus received by the health care provider is considered the formal commencement date of the complaint procedure whereby the statutory deadlines take effect.
When filing a complaint, the patient may seek support from a complaint officer. This support consists of the complaint officer assisting the patient in formulating the complaint.
If a complaint is filed by a patient's representative, the health care provider may require the submission of records showing that the complainant is acting in that capacity.
A complaint will only be considered if the complaint form is completed in all relevant sections. If the complaint form has not been used or is incomplete, the healthcare provider, the complaint officer or the LOOP Secretariat will point this out to the complainant.
Article 4 Complaints considered
Complaints will only be considered:
If it is a patient's complaint about a health care provider;
If the complainant does not file the complaint anonymously;
If the complaint is sufficiently substantiated by the complainant;
If the patient's complaint has not previously been formally addressed;
Within the deadlines specified in Article 6.
These complaint regulations do not provide:
complaints of a purely financial nature;
complaints involving or arising out of sexual or sexually oriented
conduct of any kind, or allegations to that effect.
Article 5 Complaint procedure and complaint handling
The complaints officer can support the patient in the complaint process, can investigate options for resolving the complaint and mediates with an open dialogue between health care provider and patient to reach a satisfactory solution with each other in an informal manner.
If the complaints officer deems it necessary to reach a resolution of the complaint, an external party, such as an expert, may be called in. This requires the approval of the complainant and the health care provider.
Format of complaint regulations LOOP January 2019, version 2.0 Page 5 of 7
No later than six weeks after the formal commencement date of the complaint procedure, the complainant will receive a written communication from the healthcare provider stating the reasoned opinion to which the investigation of the complaint has led. In doing so, the healthcare provider will indicate what decisions it has made and within what time frame any measures decided upon will be realized. It may also involve confirmation that the health care provider and patient have come to a mutual agreement. If work on a resolution is ongoing, an explanation of why the complaint has not yet been resolved and what the next steps are is also possible. The complaints officer will also receive the above communication from the healthcare provider.
Any extension of the statutory period of six weeks for complaint handling, by four weeks is permitted if careful investigation of the complaint necessitates it. The healthcare provider must inform the complainant in writing. It is also still possible to agree by mutual consent on a longer period than 10 weeks for handling the complaint. For example, when it is in the interest of a lasting solution. As long as it is done in consultation between care provider and client.
Complaint handling ends in the following cases:
with immediate effect upon receipt of written notice to that effect
from the complainant to the health care provider or complaint officer;
as of the date on which the health care provider or the complaints officer receives in writing, the complaint submitted by the
confirmed the complainant's oral statement that the complaint is being withdrawn.
If the complainant dies during the complaint process, the processing of the complaint will continue with the legal heir or heirs, unless notice is given
That further continuation is waived.
Article 6 Deadline
A complaint must be filed within one year after the complainant is aware or could reasonably have been aware that the conduct of the health care provider could constitute a complaint as referred to in these complaint regulations. If this deadline has passed, the complaint will no longer be considered.
A complaint should be filed within two years of the last contact moment about the treatment between patient and therapist. If this deadline has passed, the complaint will no longer be considered.
Article 7 Complaints Officer
The role and responsibility of the complaints officer is to work in consultation with the patient or patient's representative and healthcare provider:
reach a satisfactory solution informally and/or;
Informing and advising the complainant, at the complainant's request, of the options available to make a complaint
submit via the complaint form;
To inform about how the Grievance Procedure works;
Assist the patient or patient's representative in formulating the complaint;
carefully explore options for resolving the complaint;
Assist the healthcare provider in carefully formulating the "judgment" in writing
from the therapist about the complaint.
In performing the duties, the complaints officer is empowered to do all that is
do that which is reasonably necessary to properly guide the process in handling a complaint.
Format of complaint regulations LOOP January 2019, version 2.0 Page 6 of 7
The complaints officer must act independently and impartially toward the complainant and the health care provider, as well as, to the extent involved in the complaint, the health care provider. Accordingly, the complaints officer should refrain from conduct which may give rise to the suspicion of (the appearance of) bias and/or not performing the duties of the position in an independent manner.
If the complaints officer is or has been involved in a matter to which the complaint relates, or is otherwise unable to perform the function in an individual case in an independent and impartial manner due to circumstances, this should be reported by the complaints officer to the healthcare provider as soon as possible. The healthcare provider will then ensure that another (deputy) complaints officer is appointed.
The health care provider shall ensure that the complaint officer can perform his function independently and shall not disadvantage the complaint officer because of the manner in which the function is performed.
If the complaint officer involved, is not the complaint officer of LOOP, but the healthcare provider is affiliated with LOOP, the complaint officer involved informs in writing to the complaint officer of LOOP the complaint of the patient, the opinion of the healthcare provider, the method of complaint handling and the agreements made, record of monitoring of the agreements made, the commitment of the complaint officer and lessons learned by the healthcare provider from the complaints and its measures to improve its quality.
Article 8 Dispute authority
If the complainant does not agree with the outcome of the complaint hearing and believes that the complaint has not been resolved, there is a dispute. The dispute may be submitted in writing to the independent dispute resolution body with which the healthcare provider is affiliated. The practice is affiliated with erisietsmisgaan.nl 0352031585 info@erisietsmisgegaan.nl
The opinion of the dispute settlement body is binding.
The health care provider shall inform the LOOP complaint officer, provided the health care provider is
affiliated with LOOP, in writing the outcome of the handling of the dispute.
Article 9 Confidentiality
The persons involved in complaint handling are obliged to maintain confidentiality with respect to obtained (personal) data whose confidential nature is known or should reasonably be expected to be known. This means that this data may not be disclosed to third parties.
An exception to the obligation of confidentiality (as referred to in this article paragraph 1) is permitted if a statutory regulation, a court ruling that has the force of res judicata, ex officio obligations or the relevant dispute authority require disclosure.
Article 10 Quality Improvement
The health care provider draws lessons from the complaints and takes measures to improve its quality. He will notify the LOOP complaint officer in writing.
The LOOP complaints officer anonymously handles relevant complaints at LOOP (regional) peer review meetings, for learning and improving the quality of the profession.
