COMPLAINTS.

FIRST, TELL US.

Write to hello@franklymen.nl with what happened. You get a reply within five working days and a named person who handles it. Most things are put right here. The Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz) gives us six weeks to come to a judgement; we aim for sooner.

THEN, THE COMPLAINTS OFFICER.

If you would rather not deal with us directly, or you are not satisfied with the answer, an independent complaints officer at [organisation] can mediate at no cost to you. Contact details: [to be filled in].

THEN, THE DISPUTES BODY.

If that does not resolve it, you can take the complaint to [disputes body], the recognised disputes body Frankly is affiliated with. Its decision is binding on us.

ABOUT THE GP OR THE PHARMACY.

A complaint about a medical decision can also go to the GP's own complaints scheme, and one about medication to the pharmacy's. We will tell you where. Serious concerns about care can be reported to the Health and Youth Care Inspectorate (IGJ).