Complaints procedure
At Lean Clinic, we aim for the highest quality of care and service. Even so, there may be times when you're not completely satisfied. Your feedback is really important to us, as it helps us keep improving our care.
Internal complaints mediation
If you're not happy with something, we'd appreciate it if you reach out to us first. In our experience, an open conversation is usually the quickest way to find a good solution. By listening carefully to what you have to say, we can work together to find the right way forward. If we don't know you're unhappy, we can't do anything about it.
You can discuss your complaint or concern with your treating doctor or coach through the platform. You can also get in touch with us at contact@leanclinic.nl.
External, independent complaints mediation
Can't we work it out together, or would you prefer to raise your complaint with an independent party? In line with the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz), Lean Clinic is affiliated with a recognised disputes body and an independent complaints officer through Erisietsmisgegaan.nl.
The complaints officer can mediate between you and Lean Clinic to help reach a resolution. They are independent, and your information is treated confidentially.
The procedure
- We aim to resolve your complaint within 3 weeks of receiving it.
- For a thorough investigation, it may be necessary to consult your medical file. We will always ask for your written consent before doing so.
- If your complaint is more complex and requires further investigation, we'll let you know. It may take a little longer to handle, but we'll keep you updated on the progress.
- You may be assisted by a third party throughout the procedure. Any costs involved are at your own expense. The complaints procedure itself is free of charge.
Disputes body
If mediation by the complaints officer doesn't lead to a satisfactory outcome, you can submit your dispute to the national Healthcare Disputes Body, which issues a binding decision. This also takes place through Erisietsmisgegaan.nl.
Contact
For questions about this complaints procedure or to submit a complaint, you can reach us at:
Email: contact@leanclinic.nl
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