Complaint Resolution
Complaints and Objections
The management and staff of ADHDcentraal make every effort to ensure that your treatment runs optimally. Despite striving to deliver maximum quality, you may not be satisfied. If so, we would love to hear from you. Your experiences can be an important signal for ADHDcentraal staff to improve certain things. Therefore, we would like to hear your experience, complaint and/or objection directly from you. It is possible to engage Quasir directly. ADHDcentraal will at all times cooperate in the resolution of the complaint and/or grievance.
Discuss with the person involved or a member of management
If you have comments, problems or are dissatisfied with the course of events please make this known to the person concerned. Of course, we are willing to look at a solution in consultation with you. In such a conversation, misunderstandings can sometimes be cleared up. If you cannot work things out with the person involved, it is often wise to discuss things with someone who has more distance. One of the board members will offer you a conversation and try to resolve your complaint.
Complaint Mediation
You can, if you have a complaint and/or objection regarding the services of ADHDcentraal directly contact Quasir, independent complaint mediation. It is ADHDcentraal’s preference to first talk with the ADHDcentraal employee directly involved, and/or management. And if the complaint cannot be resolved even in a personal conversation with management, then contact Quasir.
Complaint mediation Quasir
Quasir’s complaints officer will hear your complaint. The complaints officer will help you formulate your complaint and explore possible solutions. You will be kept informed of progress. The complaints officer shall provide mediation and apply adversarial procedures. Of course, your information will be kept confidential. The complaints officer does not make a substantive report, but rather of the process and agreements. A resolution shall be in writing and confirmed by both parties. If no resolution is reached despite mediation, the complaint officer will refer the complaint back to ADHDcentraal for further handling. The complaints officer will also point out the possibility of submitting the dispute, after further handling by ADHDcentraal, to the arbitration body to which ADHDcentraal is affiliated: Stichting Zorggeschil. You can initiate this by submitting a written complaint to ADHDcentraal. You will receive written feedback on the decision, measures and deadline for completion no later than 6 weeks (this deadline can be extended by 4 weeks if required).
The complaints officer at Quasir can be reached by phone (06-48 44 55 38) or via the email address bemiddeling@quasir.nl. For more information, also visit the Quasir website: www.Quasir.nl.
Care Dispute Authority
If you are not satisfied with ADHDcentraal’s assessment of your written complaint, you can report your complaint to Geschilleninstantie Zorggeschil.
You pay a 50 euro complaint fee. Health Care Dispute Resolution Body issues a binding ruling. You may be ordered to contribute up to 500 euros in litigation costs.
Dispute body Care Dispute can award you a compensation claim of up to 25000 euros. If you are not satisfied with the ruling of Geschilleninstantie Zorggeschil, you can file a request for annulment with the Cantonal Court within 2 months of the ruling.
We would also like to make you aware of the possibility of client advocacy through the Care Client and Council Network (NCZ) foundation.
For more information: https://ncz.nl/ondersteuning/voor-clienten
Infographics Quasir and Stichting Zorggeschil
Objection to no show invoice
Unfortunately, it frequently happens that a patient does not show up to an appointment without notice. This prevents us from using this time for another patient. To keep our care accessible, we ask that you let us know in a timely manner when you cannot attend an appointment. You can cancel or reschedule your appointment free of charge up to 24 hours before the appointment. For an appointment on a Monday, it must be cancelled by noon on Friday.
If you do not reschedule or cancel the treatment appointment on time (<24 hours or by Friday 12:00 for a Monday appointment), a no show fee will be charged. The fee for this is €60, – You must pay this bill yourself. Health insurance does not reimburse this “no-show bill.”
If you have received a no-show invoice and disagree with it, you can object by filling out the following form. We will get back to you as soon as possible whether the objection is upheld.
Note: There must be a clear and explicit situation of force majeure for the objection to have a chance of being upheld.
Whistleblower policy
These regulations contribute to ADHDcentraal’s careful handling of a (suspected)