Complaints handling

Clients' Right of Complaint (Care Sector) Act (WKCZ)
In accordance with the Clients' Right of Complaint (Care Sector) Act (WKCZ), each care provider is obliged to introduce a complaints handling procedure. The care provider must bring this complaints procedure to the attention of the clients. The intention of the Act is to provide for a low-threshold, informal manner of complaints handling. The Act is furthermore aimed at learning from clients' feedback in order optimise the quality of care.

Complaints on a first line obstetrician
Since the end of 1989, a procedure has been in place for obstetricians which meets the legal requirements with regard to the right of complaint. KNOV members can rely on this complaints procedure by virtue of their membership. Non-members will have to pay a fee per complaint. Clients of first line obstetric practices (and under certain conditions of first line obstetric echogram centres) can submit a complaint to the KNOV complaints committee. The Chairman is independent, with the committee working on the basis of a procedure. The KNOV complaints procedure also applies if the obstetrician has guided the first line (outpatient) birth in hospital

Clients can also submit a complaint to another body, such as a Regional Disciplinary Committee for the Healthcare Sector, the Healthcare Inspectorate or the civil court.