Quality
Complaints procedure
WeightWorks employees are committed to providing good quality patient care. However, it is possible that you are not completely satisfied with your stay, the way the communication went or treatment. In that case, please let us know so can address your wishes or complaints as soon as possible. A complaint is an expression of dissatisfaction with the treatment, the way of communication or care that is perceived by those involved as incorrect or unjustified. The complaint may relate to treatment, care, organization and financial aspects. WeightWorks has established a complaints procedure in accordance with the Care Quality, Complaints and Disputes Act (Wkkgz) and has an external and independent complaints officer available.
We are also affiliated with a recognized dispute resolution body. Below we explain what you can do if you are dissatisfied.
Complaint reception
You report and discuss your complaint with the employee to whom your complaint relates or his/her supervisor. For you, the following may be good to keep in mind in this regard:
- Please respond as soon as possible
- If it is something that cannot be dealt with quickly: request a meeting; if necessary, try to put your complaint on paper beforehand and hand it to us briefly and powerfully
- Try to think about what you want to accomplish with the conversation
- Of course, you can always bring someone with you for support.
By talking to each other and listening to each other, we will hopefully reach a solution soon.
Complaint mediation/treatment by the complaints officer
Did the complaint reception not resolve your dissatisfaction or do you want to file a complaint directly (without complaint reception)? In that case, please contact our external complaints officer. You can reach them through the Central Care Complaint Management Office (CBKZ):
klachten@cbkz.nl
CBKZ attn. complaints officer WeightWorks
Reply Number 570
4200 WB GORINCHEM
Tel. 0183-682829
The complaints officer can mediate your complaint in an approachable and informal manner. The complaints officer is impartial and independent and can also tell you more about the complaints procedure and any follow-up options. The purpose of the complaint officer's treatment is to work with the organization to reach a resolution of your complaint.
Disputes Committee
You may disagree with the way your complaint was handled or be dissatisfied with the outcome. In that case there is a dispute and you can submit this dispute to the Disputes Committee Small-scale Care Providers in which we are affiliated. For more information about this we refer you to the website: www.klachtenregeling.nl.
Want to know more?
This information answers key questions about your complaint options. For a detailed response, please refer to our complaint regulations. You can request these from info@weightworks.nl o.v.v. Send complaint regulations or through the complaints officer. There is, of course, no charge for this.
