Complaint procedure

Protocol: Complaint Procedure

1. Introduction

1.1 Purpose of the protocol
This protocol describes how we handle complaints, with the aim of:

• Ensuring the quality of our services.

• Restoring and maintaining customer satisfaction and trust.

1.2 To whom does this protocol apply?

• For anyone who has contact with our organization and wants to file a complaint.

• Complaints can be reported via email, phone or in writing.

2. Who handles your complaint?

• Complaints Officer - First point of contact, handles most complaints.

• Management - Reviews complaints that are complex or escalated.

3. How is your complaint handled?

Step 1 - Filing the complaint

• Submit your complaint via email, phone or in writing.
  
  Email: [email protected]
  Phone number: 085 065 3747
  
  In writing:
  Blood Value Test
  Europaplein 1
  5684 ZC, Best

Step 2 - Assessment and examination

• The complaints officer reviews the complaint and starts an investigation.

• If necessary, internal consultation takes place to reach a solution.

Step 3 - Feedback

• You will be kept informed of progress.

• You will receive feedback on the result.

Step 4 - Escalation for complex complaints

• If the complaint cannot be resolved, it will be discussed with management.

Step 5 - No solution? External option

• If we are unable to resolve your complaint, we will inform you.

• You can then submit your complaint to the independent hotline: www.erisietsmisgegaan.nl.

Step 6 - Conclusion

• After finding a solution we close your complaint.

• You will receive a summary of the steps taken.

4. What do we do with your feedback?

• We evaluate complaints regularly to continuously improve our services.

Not satisfied?
Of course not! Feel free to contact our customer service at [email protected] or by phone at 085 065 3747. We will gladly look for a suitable solution together.

If we can't work it out together and you want to file a complaint with an independent complaints committee?
Under the Act on quality, complaints and disputes care (Wkkgz), we are affiliated with erisietsmisgegaan.nl.

The government wants everyone to receive good care. That is why the law defines what good care means and what must happen in case of complaints about the care. This is regulated in the Wkkgz.

You can submit your complaint to a complaints committee recognized by the Ministry of Health, Welfare and Sport (VWS).

Click on the logo below to register your complaint: