Complaint procedure

1. Scope

All expressions of dissatisfaction regarding contacts with HC Health that cannot immediately be resolved by the person directly addressed.

2. Purpose

The careful and uniform registration and handling of complaints, removing the causes, and taking adequate measures to prevent recurrence.

2.1 Submitting a complaint
A complaint can be submitted by completing a complaint form (whether anonymously or not) and returning it by post. The complaint form can be requested from the head office or downloaded from the internet. Complaints can also be submitted by sending an email to [email protected] or by contacting the head office by telephone (+31 20 412 3006).

2.2 Receipt and registration of a written complaint
The recipient registers the complaint on the standard complaint form. The written complaint is attached to the form. If necessary, the recipient will contact the complainant by telephone to obtain additional information.

2.3 Complaints contact person
HC Health has appointed a contact person / complaints handler for complaints: Ms. Rosalynn Prooij.

2.4 Confirmation
The complainant will receive confirmation of receipt of the complaint within two weeks. This confirmation also includes a brief description of the complaint (including date, location and special circumstances), the further course of handling the complaint, and the period within which the complaint is expected to be resolved. If a complaint is not taken into consideration, the complainant will be informed no later than four weeks after receipt of the complaint.

2.5 Investigation
The complaints handler presents the received complaint to the employee(s) involved. The complaints handler summarizes the response of the person involved on the standard complaint form in such a way that the person involved agrees with the description. The complaints handler informs the person involved about the further handling process.

2.6 Corrective measures
The complaints handler determines whether the complaint is justified. Subsequently, based on the seriousness of the complaint, the identifiable cause, and the responsible party, they decide whether correction, compensation, and/or a replacement service will be offered. The complaints handler communicates the offer to the complainant by telephone and gauges their satisfaction regarding the measure/compensation. The complaints handler also sends written confirmation of what has been discussed. This takes place within six weeks after receipt of the complaint.

If the complainant is not satisfied with the offer, the complaints handler considers whether further internal investigation and/or a new offer is desirable.

The offer and the complainant’s response are recorded on the standard complaint form. A complaint must be resolved within six weeks after the date of receipt. In consultation with the complainant, this period may be extended once by a maximum of four weeks.

2.7 Reporting
The complaints handler reports in writing to the complainant and all parties involved no later than two weeks after the complaint has been resolved.

2.8 Preventive measures
The complaints handler determines whether measures can be taken to prevent recurrence of the circumstances that led to the complaint. They consult with the person who can implement effective improvements. The preventive measures are recorded on the standard complaint form.

2.9 Reporting
The complaints handler ensures the implementation of what has been agreed with the complainant. Every year, the complaints handler analyzes the complaints and assesses whether trends are visible, whether the corrective measures have resulted in satisfaction, and whether the preventive measures have led to improvements. This analysis forms part of the company’s quality policy.

2.10 Appeal
If the complaint has not been resolved to the complainant’s satisfaction, it is possible to submit the complaint to the client of the reintegration program. As a third step, you may contact the National Ombudsman or the ombudsman in your municipality. In addition, there are organizations that represent the interests of clients, such as Arcon (National Association for Occupationally Disabled Persons), Breed Platform Verzekerden en Werk, Helpdesk Gezondheid, Werk en Verzekeringen, and the CG Council (Council for Chronically Ill and Disabled Persons).

3. Visiting and postal address

• HC Health
• H.J.E. Wenckebachweg 123, 1096 AM Amsterdam
• www.hchealth.nl
• 020-4123006