Complaints procedure

Tell us what is bothering you
It is important that you feel comfortable with your midwife. Because the pregnancy alone is exciting enough. That is why we do our utmost to provide proper care for you and your baby. Do you have any questions? Any doubts? Are you unhappy about something? Do tell us. It is best to tell us as quickly as possible, but also if it has been bothering you for a while. We can talk about it and try to resolve it quickly. Perhaps we can remove a source of misunderstanding. Or put your mind at ease. Or we could work in a way that is more comfortable for you.

We are always happy to make an appointment to talk about it. Just at that moment when you wanted to discuss something with us, we may not have had time. That is annoying, but we hope you will understand this. It is not always easy to plan our work. Births do not take any notice of anything. We would be happy to make a separate appointment with you. We can then discuss everything calmly.

Assistance
Would you prefer it if someone could help you to file a complaint? Please telephone 0900 – 2437070 (€ 0,10 per minute). That is the telephone number of the Information and Complaints department at Zorgbelang. The assistants of this department are able to tell you more about your rights and are happy to advise you. They will also help you to discuss things with us if you find that difficult or to write a letter about the complaint.

Please see http://www.zorgbelang-nederland.nl for more information.

The mediator
Of course we hope that this will not be necessary. But it may happen that we cannot resolve it together. In that case we can ask a mediator for assistance, if you require. This is an impartial person who helps us find a solution together. He or she is specially trained for this. The mediator’s aim is to restore the trust between you and us.

Contact with a mediator: klachtverloskunde.nl

Complaints committee at KNOV
If you want an independent decision, you may file your complaint with the complaints committee of the Royal Dutch Association of Midwives (KNOV). This complaints committee will investigate and assess whether your complaint is justified. If so, then the committee will ask us to adjust our services. More information about the complaints committee and the procedure is available on the internet: www.knov.nl

Cost
There are no costs involved in any of the above. It will not cost you anything to talk to us about a complaint or if we need to make a special appointment. The assistance from the mediator and complaints committee is also free. Perhaps you wish to engage assistance from somewhere else. For example, a lawyer, or a doctor for medical advice. You do have to pay for that kind of assistance yourself.

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