Complaints procedure
We aim to deliver care that meets the expectations we have established together with you. If that is not the case, we want to hear about it. Below you can read how to file a complaint and what happens next.
Step 1: discuss it with us
Most complaints are resolved in a conversation. If you are dissatisfied with the care you received, we invite you to discuss this first with your treating physician or with our practice manager.
You can contact us at welkom@re-vivo.nl or by phone at 085 - 212 84 38. We respond within two business days.
Step 2: complaints officer
If a conversation does not lead to a satisfactory resolution, you can submit your complaint to our independent complaints officer. The complaints officer mediates between you and the clinic and is not employed by REVIVO.
The complaints officer can be reached by email. We provide the contact details upon request.
Step 3: disputes committee
If mediation also does not lead to a resolution, you can submit your complaint to the Healthcare Disputes Committee (Geschillencommissie Zorg). The ruling of the disputes committee is binding.
Legal framework
REVIVO complies with the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz). Every complaint is treated confidentially. Filing a complaint has no consequences for your ongoing treatment.
What you can expect
- Acknowledgement of receipt within two business days
- A personal conversation with the physician or manager involved
- A written response within six weeks
- Confidential handling of your complaint