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  1. 8224-Submitting complaint

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Isala prioritises the satisfaction of its patients and visitors. Our staff want to provide you with the very best treatment and care. Despite this, you may still have a complaint. You can choose to report it, and this brochure explains how to do so.

Why submit a complaint?

If you have a complaint, we are happy to seek out a solution with you. Once you submit your complaint, together we can work on resolving the matter. Not only can we learn from your experiences, we can also make improvements. This way, we can prevent the same situation from recurring.

When should you submit a complaint?

If you have a complaint, it is best to discuss it directly with the Isala employee. The employee can then try to find a solution. It is possible you have misunderstood one another. You can first discuss whether this is the case. And, most of the time, this will result in a solution.

You can also ask to see the manager of the department, who will speak with you.

Should you and the relevant employee not arrive at a solution, you can request the assistance of the complaints officer. This is also an option if you prefer not to speak directly with the employee.

What does the complaints officer do?

The complaints officer is the Isala employee designated to assist you with the complaints procedure. This employee can help you in the following ways:

  • The complaints officer discusses the complaint with you.
  • The complaints officer acts as an intermediary between you and the relevant Isala employee(s).
  • The complaints officer schedules and supervises a conversation between you and the Isala employee(s).
  • The complaints officer provides you with information about other organisations that handle complaints.

The complaints officer also takes the following into consideration:

  • The complaints officer adopts a neutral stance.
  • The complaints officer will only share the complaint with the employee(s) with your permission.
  • All complaints are discussed to improve overall patient care.
  • All hospital employees are required to maintain confidentiality. They do not share information from your medical file with others without your permission. This also applies to the complaints officer.
  • Your data will only be shared with other organisations if you provide verbal or written consent.

How can you submit a complaint?

There are various ways to submit your complaint to the Complaints Department, including:

  • contacting the complaints officer by calling +31 (0)38 424 47 27;
  • completing the online complaints form;
  • writing a letter, then sending it to:

Isala
Complaints Department, ATTN: complaints officer
PO Box 10400
8000 GK Zwolle, the Netherlands

  • You can also visit the Complaints Department at Isala Zwolle or Isala Meppel. Ask for the complaints officer who is currently available.

Do you want to hold the hospital responsible for damages?

Do you think that you sustained damages due to a mistake made by the hospital? Do you believe that, according to the law, the hospital should pay for this damage? If so, you should contact the Isala employee who can advise you about this. This is the damages contact person, available by telephone via the Complaints Department.

You can also send a letter to the Isala's board of directors. In your letter, be sure to explain why you hold the hospital responsible, according to the law, for paying the damages. You can send the letter to:
Isala
Complaints Department, ATTN: Board of Directors of Isala
PO Box 10400
8000 GK Zwolle, the Netherlands

Other organisations

If you believe that Isala's complaints process at did not result in a good solution, other organisations can offer you assistance. These include, for example, the National Disputes Committee (Landelijke Geschillencommissie) and the Regional Healthcare Disciplinary Tribunal (Regionaal Tuchtcollege Gezondheidszorg). The complaints officer has additional information about these kinds of organisations.

Contact

If you have any questions, please telephone the Complaints Department at:

+31 (0)38) 424 47 27 (available Monday - Friday, complaints officer from 9:00 am to 3:00 pm)

Isala Zwolle visitors' address

Main building V3.2.077
Dr Van Heesweg 2 Zwolle, the Netherlands

Isala Meppel visitors' address

Route number 77
Hoogeveenseweg 38 Meppel

Complaints Department postal address

PO Box 10400
8000 GK Zwolle, the Netherlands

Visit the Isala website for the official Complaints Procedure Document.

19 april 2019 / 8224

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