We find it important to have heard your complaints. We can then search for a solution if possible. Your complaint may be the reason for us to re-examine issues or to adjust policies.
With your complaints and comments we improve the quality of our care and services. Want to know more about the rules on confidentiality, fees and regulations? Ask for the complaints officer.
How can you complain?
You can make your complaint known to us in one of the following ways:
- you can submit your complaint directly to the hospital staff who are responsible for its occurrence. Experience shows that this would eliminate ambiguities and misunderstandings.
- you can submit your complaint to the complaints officer. This can be done in writing, by phone or digitally. The complaints officer is impartial. She advises you about the options for handling your complaint and how it can be solved. Depending on the nature of the complaint, you can expect a reaction within two weeks to three months.
- you can submit your complaint to the Patient Complaints Committee. They act independently and can give their judgment. The committee may make recommendations to the board of directors. All committee members are bound to secrecy.
- you can turn your complaint to an external body such as the Health Care Inspectorate North Holland or the Health Care Dispute.
- you can submit a claim for the consequences of (medical) errors or loss of or damage to personal property at the complaints officer. This has to be done in writing.
Complaints officer
You can contact the complaints officers in one of the following ways:
- You can phone us on weekdays between 9.00 am and 16.30 pm, telephone 0031 (0) 72 548 3501.
- You can request a call by contacting the patient information desk. They are located in the central hall at the main entrance. The desk is open from Monday to Thursday from 9.00 to 17.00 hours and Friday from 9.00 to 13.00 hours.
- You can send a letter to:
Noordwest Ziekenhuisgroep
T.a.v. de klachtenfunctionaris
Huisnummer 044
Postbus 501
1800 AM Alkmaar