complaints procedure

Complaints procedure in brief
Our complaints procedure is based on the provisions of the Healthcare Sector Quality Complaints and Disputes Act (Wkkgz). According to the Wkkgz, a formal complaint must be submitted in writing by the complainant. This can be done via the contact form on our website or by letter.

If you have a formal complaint, the complainant must submit it in writing.

When a formal complaint is submitted, the complaints officer sends a written (e-mail) confirmation of receipt. This contains a short description of the complaint and the complaints procedure. The complaints officer will contact you as soon as possible, but at the latest within 3 working days of receiving the complaint. The complaints officer listens to the story, mediates and tries to help, but will not make a substantive statement about the complaint. The Complaints Officer will ask for a further explanation of the complaint/report and will check whether the content of the complaint has been properly understood. The complaints officer will also ask what is needed. Thus, the report can be treated as a complaint or a signal. In the event of a signal, the complaints officer will discuss how further contact will be made.

The complaints officer will then proceed to investigate the complaint.
No later than six weeks after the date of confirmation of receipt, the complaints officer will respond to the complaint. Preferably in writing. This response provides substantive feedback on the complaint and indicates whether any measures will be taken. If the investigation is delayed, the complaints officer will notify this within the six-week response period.

For two weeks after the complaint was registered, the complaints officer can take action.

Till two weeks after the content of the feedback has been sent, the complainant will have the opportunity to respond to it. Without notice, the complaint file will be closed after these two weeks. We strive to achieve a satisfactory settlement of the complaint. Should we not be able to resolve the matter together, the complaints officer will be able to provide more information about the independent complaints committee Erisietsmisgegaan.nl (if you click on the link you will see their step-by-step plan).

Complaints committee
Coronatest Assen will handle the complaint as carefully as possible. If you are not satisfied with the outcome, you can contact the independent complaints commission Erisietsmisgegaan.nl. On the website of the complaints committee you can find all information about the kind of complaints that are eligible for treatment by the disputes committee and what the procedures and conditions are.

Complaints officer Coronatest Assen
Mr J. Bouman
Zuidenveld 133
9406LK Assen
E-mail: klachtenfunctionaris@coronatestassen.nl