1. FlexClinics maintains a legally based and sufficiently publicized scheme for
the reception, and handling of complaints and shall handle the complaint in accordance with this
complaint procedure.
2. Part of the complaints procedure is the complaints officer referred to in the Care Quality, Complaints and Disputes Act.
Complaints and Disputes Act. This officer takes care of the reception of the complaint, can mediate and
propose a solution to the complaint. The Complaints Officer can perform
perform the above work independently. The name and contact details of this
in the complaints procedure referred to above.
3. The complaints procedure is easily findable placed on the website of the healthcare provider. If
If desired, the patient will receive a paper version. The care provider will also
sufficient reference to the complaints procedure and complaints officer on the website and/or in the clinic.
in the clinic.
4. Complaints about the execution of the treatment agreement must be timely, complete and clearly
4. Complaints about the execution of the treatment agreement must be submitted to the care provider in a timely, complete and clearly described manner after the client and/or patient has discovered the
deficiencies have been established.
5. Complaints submitted to the complaints officer will be settled within a maximum of 6 weeks
calculated from the date of receipt. If a complaint requires a foreseeably longer processing
FlexClinics shall reply by return with a notice of receipt and an indication of the period within which the complaint will be handled.
receipt and an indication of the period within which a more detailed answer can be expected.
expected, with a maximum extension of four weeks.
6. If the complaint cannot be resolved in mutual consultation, a dispute arises that is subject to the
for the dispute settlement procedure.

1. Disputes between the client and/or the patient on the one hand and the care provider on the other hand
concerning the conclusion or execution of the treatment agreement, can be submitted
by the client and/or patient as well as by the care provider in writing or electronically.
electronic manner.
2. The patient and the care provider may submit a dispute to the disputes committee
as mentioned in the complaints and disputes regulation of the care provider and which meets
the legal requirements. The care provider can only decide to do so with the patient's consent.
decide to do so.
3. The dispute settlement meets the requirements of the Quality, Complaints and Disputes in Healthcare Act
and is coordinated with representative parties of patients/consumers.
4. A dispute will only be handled by the Disputes Committee if the
4. A dispute will only be handled by the Disputes Committee if the client or patient has first submitted a complete and clearly described complaint to FlexClinics in accordance with
Article 18 to FlexClinics.
5. A dispute must be submitted to the Disputes Committee within 1 year after it has arisen.
5. A dispute must be brought before the Disputes Committee within 1 year after it has arisen. https://www.degeschillencommissiezorg.nl/
6. The Disputes Committee deals with complaints and claims and may award damages
award of up to €25,000.
7. Disputes can only be submitted to the courts for resolution.