1.Scope
All expressions of dissatisfaction about contacts with HC Health that cannot be immediately removed by the person directly addressed.
2. Target
Registering and handling complaints in a careful and uniform manner, removing the causes, and taking adequate measures to prevent recurrence.
2.1 Submit a complaint
You can submit a complaint by filling in a complaint form (this can be done anonymously) and returning it by post. The complaint form can be requested at the head office or can be downloaded from the internet. Complaints can also be submitted by sending an email to [email protected] or by contacting the head office by telephone (020-4123006).
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 contacts the complainant by telephone to obtain additional information.
2.3 Contact person for complaints
HC Health has appointed a contact person / handler for complaints: mrs. Aimee Verhoogt.
2.4 Confirmation
Submitter of the complaint will be notified of receipt of the complaint within two weeks. This confirmation also contains a brief description of the complaint (including date, place and special circumstances), the further course of the handling of the complaint and the term within which the complaint is expected to be settled. If a complaint is not handled, the complainant will be notified within four weeks of the date of receipt of the complaint.
2.5 Research
The complaints handler submits the received complaint to the employee(s) concerned. The complaints handler summarizes the response of the person concerned on the standard complaint form in such a way that the person concerned agrees with the description. The complaints handler informs the person concerned about the further handling.
2.6 Corrective action
The complaints handler determines whether the complaint is well-founded. He then decides – based on the seriousness of the complaint, the demonstrable cause and the person responsible – whether correction, redress and / or a replacement service will be offered. The complaints handler makes the offer to the person submitting the complaint by telephone and assesses his / her satisfaction with the measure / remedy. The complaints handler also sends a written confirmation of what has been discussed. This within six weeks after receipt of the complaint.
If the submitter is not satisfied with the offer, the complaints handler will consider whether a new internal investigation and / or a new offer is desirable.
The offer and the response of the person submitting the complaint are recorded on the standard complaint form. A complaint must be handled within six weeks of the date of receipt. After consultation with the person submitting the complaint, this term may be extended once by a maximum of four weeks.
2.7 Reporting
The complaints handler will report in writing to the person submitting the complaint and to 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 a repetition of the circumstances that led to the complaint. She consults with those who can implement effective improvements. The preventive measures are recorded on the standard complaint form.
2.9 Reporting
The complaints handler is responsible for handling what has been agreed with the person submitting the complaint. The complaints handler analyzes the complaints every year, he / she assesses whether trends are visible, whether the corrective measures have led to satisfaction, and whether the preventive measures have led to improvement. This analysis is part of the company’s quality policy.
2.10 Appeal
If the complaint has not been handled to the satisfaction of the complainant, there is the option of submitting the complaint to the client of the reintegration process. In the third instance, you can contact the National Ombudsman or the ombudsman in your municipality. In addition, there are bodies that represent the interests of clients, such as Arcon (National Association for Disabled Persons), Broad Platform for Insured and Work, Helpdesk for Health, Work and Insurance, and the CG Council (Council for Chronically Ill and Disabled).
3. Visiting and postal address
HC Health
Grote Bickersstraat 50A
1013 KS Amsterdam
www.hchealth.nl
020-4123006
