Complaints and objections
The management and employees of ADHDcentraal always make a great effort to ensure your treatment runs smoothly. Despite striving to deliver maximum quality, it is a possibility that you are not satisfied. If you are not, we would like to hear from you. Your experiences can be an important signal for the employees of ADHDcentraal to improve certain aspects of treatment. Which is why we would like to hear about your experience, complaint and/or objections from you directly. It is possible to call in Quasir immediately. ADHDcentraal will at all times cooperate with the handling of the complaint and/or the objection.
Conversation with the person concerned or a member of management
Do you have remarks, problems or are you unsatisfied with the course of events, make this known to the person it concerns. Naturally we are willing to look for a solution in consultation with you. Misunderstanding might be cleared up in conversations like this. If you and the person it concerns are not able to work things out, it is often beneficial to discuss the misunderstandings with someone who is more distanced from the problem. One of the executives will offer you a conversation and will try to resolve your complaint.
If you have a complaint and/or objection with regard to the services of ADHDcentraal, you can directly contact Quasir, independent complaints mediation. It is the preference of ADHDcentraal to first have a conversation with the ADHDcentraal employee concerned, and/or management. If the complaint cannot be resolved in a personal conversation with management, then contact Quasir.
Complaints mediation Quasir
The complaints officer of Quasir will listen to your complaint. They will help you formulate your complaint and investigate possible solutions. You will be kept informed about the progress. The complaints officer takes care of the mediation and will apply fair hearing. Naturally, your information will be kept confidential. The complaints officer will make a report of the process and agreements, not the content. A solution will be recorded in writing and confirmed by both parties. If despite the mediation, no solution can be found, the complaints officer will refer further handling of the complaint back to ADHDcentraal. The complaints officer will also highlight the possibility of submitting the dispute after further handling by ADHDcentraal to the arbitration body with which ADHDcentraal is affiliated: Stichting Zorggeschil. You can initiate this process by submitting a written complaint to ADHDcentraal. You will receive a written response within 6 weeks about the decision, measures and period of realisation (this period might be extended with 4 weeks if necessary).
The complaints officer of Quasir can be reached by phone (06-48 44 55 38) or via e-mail email@example.com. For more information, visit the Quasir website: www.Quasir.nl.
Arbitration Body Zorggeschil
If you are unsatisfied with ADHDcentraal’s decision about your written complaint, you can report your complaint to Arbitration Body Zorggeschil.
You will pay a 50 euros complaint fee. Arbitration Body Zorggeschil will make a binding decision. You may be obliged to pay a maximum contribution of 500 euros towards the proceedings.
Arbitration Body Zorggeschil can allocate you a damage claim of up to 25000 euros. If you are unsatisfied with the decision of Arbitration Body Zorggeschil, you can submit a request of annulment to the Subdistrict Court within 2 months after the decision was made.
We would also like to draw your attention to the possibility of client representation by the Care Client and Council Network (NCZ).
For more information: https://ncz.nl/ondersteuning/voor-clienten