Healthcare Hub is part of vaccinatiecentrum.nl. The official Dutch complaints procedure of vaccinatiecentrum.nl is always leading. In the event of any discrepancy, inconsistency or difference in interpretation between this version and the official Dutch document of vaccinatiecentrum.nl, the Dutch document prevails.

Healthcare Hub has an internal complaints procedure as required under the Wkkgz, the Dutch act on quality, complaints and disputes in healthcare. This procedure describes how we handle and register complaints.
Clients are encouraged to first discuss a complaint directly with the Healthcare Hub employee involved. If this does not lead to a satisfactory solution, a formal complaint can be submitted in writing via info@healthcarehub.nl.
Healthcare Hub is affiliated with the disputes committee care general.
If internal handling does not lead to a satisfactory solution, the client may submit the dispute to the disputes committee care general. The regulations and complaint form can be found via the website of the disputes committee by selecting “submit complaint” in the navigation bar.
Definitions
Organisation: Healthcare Hub
Complaints officer: the staff member responsible for mediation and informing the complainant about the complaints procedure
Employee: a person employed by Healthcare Hub
Customer: a person who uses, wishes to use or has used the services of Healthcare Hub
Complainant: the customer or their representative who files a complaint
Complaint: a written expression of dissatisfaction
Disputes committee: disputes committee care general
Written: written also includes electronic communication unless prohibited by law.

Preliminary complaint process

If a customer has a complaint, Healthcare Hub expects that it will be discussed with the person concerned as soon as possible and in any case within 48 hours.
In principle, the first point of contact is the director.
If this does not lead to a satisfactory solution, a formal complaint may be filed.

Filing a complaint

A complaint should preferably be submitted in writing via info@healthcarehub.nl.
The complaint should be submitted within a reasonable period after it has arisen. A period of two weeks is considered reasonable.
All complaints are registered and archived.

Handling of a complaint

a. The complaints officer is responsible for handling and registration.
b. The complaints officer confirms receipt of the complaint in writing.
c. The complainant is kept informed of the progress.
d. Depending on the nature and content of the complaint, an investigation may be initiated.
e. The complaints officer monitors the procedure and time frame. Complaints are handled as soon as possible unless circumstances prevent this. In that case, the complainant is informed. In any event, the complaint is handled within two weeks.
f. The complainant receives a written and reasoned decision, including any measures and time frames for implementation. The complainant is informed of the decision by telephone prior to written confirmation.

External complaint handling

a. If internal complaint handling does not result in a satisfactory solution, the client may submit the complaint to the disputes committee care general.
b. The complaints officer informs the complainant about this possibility.
c. If the complaint has not been resolved within two weeks, it may also be submitted to the disputes committee care general.6. Procedure at the disputes committee care general
a. Registration of the complaint within one week.
b. Investigation of the complaint by the disputes committee, maximum duration seven weeks.
c. Decision within an average of eight weeks.