Complaints procedure

Do you have a comment or complaint about our GP practice? Try to discuss it with your GP first, even if that is not always easy. You can make an appointment for this via the assistant or, if that is not possible, fill in the complaint form. Tell the assistant that you want to discuss a complaint and need extra time.

Complaint form

If you are unable to resolve the issue together or are still dissatisfied despite the steps taken, you can contact the independent complaints officer at DOKh, a nationally recognised complaints and disputes body. This officer will receive your complaint, provide advice and, if necessary, assist you in formulating your complaint in writing.

Once your complaint has been clarified, you and the officer will work together to find a solution. Often, a mediation meeting (by telephone) will be arranged, during which the officer will mediate between you and the care provider in order to restore trust. You can indicate whether you are open to this.

If, despite mediation by your general practitioner and the complaints officer, you are still unable to resolve the issue, you may request a ruling on your complaint. This may be necessary, for example, in the following cases:

• to determine whether your complaint is justified,
• give the general practitioner advice to prevent recurrence, or
• claim compensation if you have suffered damage.

You can then submit your complaint as a dispute to the General Practitioner Care Disputes Committee. This independent committee consists of:

• a chairperson (lawyer),
• members representing patients,
• members representing general practitioners,
• assisted by an official secretary.

The committee's decision is binding, which means that you cannot subsequently take the same dispute to the ordinary courts.

Please note: you can only submit a dispute if you have first attempted to resolve the issue via the complaints officer.