Good and safe healthcare

All employees of cosmetic clinic FIVE Clinics always strive to achieve the best results and provide the best service. If there is anything you are dissatisfied with, we would like to hear from you. We always take complaints very seriously because your good experience is worth a lot to us and we always want to keep improving.

Should it happen that you have a complaint and you feel you cannot resolve it together with the relevant practitioner or one of his staff, FIVE Clinics has a clear complaints procedure. Your complaint will always be considered.

We prefer to talk to you (personally, by telephone or by e-mail) about what you are not satisfied with. You can also download a form (see below) with which you can submit your complaint to us without a discussion. You can also make a complaint anonymously or make a suggestion for improvement. Request this form via info@fiveclinics or via one of our employees. We will try to resolve the complaint to your satisfaction within a short period of time.

If you are unable to resolve the matter together, we will put you in touch with our independent complaints officer. According to the Wkkgz (Quality, Complaints and Disputes Care Act) we are affiliated with a complaints and dispute settlement. We have placed this with the independent Dokh recognized by the ministry.

Complaints handling

The complaints officer will talk to you and will be your first contact in case of complaints. You will be supported by this complaints officer throughout the entire process. You will receive advice here and you can contact us with all your questions. If necessary, you can also get help with formulating your complaint in writing. Once everything is clear, you and the complaints officer will look for a solution. The first option is usually complaints mediation. You can indicate whether you are open to this

Complaints mediation

Most complaints can be resolved in a conversation with an impartial mediator at the table. If both the doctor and the patient are open to mediation, a first mediation meeting can usually take place within two weeks. The complaints officer is the mediator in this case. During the talks, both parties are asked to explain the events. When mutual understanding grows, a situation usually arises in which both parties come closer to each other. The ultimate goal is to restore the relationship between you and the doctor.

In brief

  • Complaints mediation, complaint handling and assistance from the complaints officer are free of charge for you as a patient.
  • Only when both parties agree on this is the mediation a success.
  • Mutual respect and trust should be the starting point for a mediation.
  • All parties involved in the mediation are subject to a duty of confidentiality and they treat your privacy with the utmost care.
  • You can download the complete complaints procedure on Dokh.nl.

If you cannot reach an agreement with the complaints officer?

If you cannot find a solution despite mediation discussions, you will be supported by the complaints officer in the next step. Your complaint then becomes a dispute. There are costs associated with conducting a dispute. In that case you can contact:

DOkh . Foundation
Complaints and Disputes Department
Robijnstraat 6
1812 RB ALKMAAR
Phone: 072-520 83 25
Website: www.dokh.nl

We hope that an official complaint handling does not have to be necessary. These are time-consuming procedures that usually involve a lot of negative energy. Misunderstandings and miscommunication are usually the cause of a complaint. We would like to do everything we can to prevent this!

Additional documentation DOkh

To download the documentation below, please click on the button and the document will open in a new tab.