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Complaints procedure
As a patient or visitor to our clinic, you can complain, for example, about inactivity or incorrect behaviour, about the accommodation or about a financial aspect. It is important that you tell us about your complaint so that we can work with you to find a solution. The easiest way to do this is to speak directly to the person who you believe is responsible for or has caused the complaint. However, you can also use the form on this page to submit a complaint.
The complaint you submit will be investigated by the Complaints Committee and dealt with in accordance with the rules set out in the Complaints Regulations. The most important aim of these regulations is to ensure that both parties have an equal position in the complaints procedure and have the same opportunities to present their interests and points of view. The regulations also set out exactly how the complaints procedure works. Further information about our complaints procedure can be found further down on this page.
Complaints procedure
The Acura Clinic strives for the highest achievable quality. If you have a complaint, we will listen to your story. We will only deal with complaints that are submitted in accordance with our complaints procedure.
What do we mean by a complaint?
A complaint is an expression of a patient's dissatisfaction with the treatment, behaviour, product or service provided.
Procedure of the complaints procedure
Receipt of the complaint
- The complaint will be accepted verbally or in writing by the Acura Clinic.
- The patient will discuss the complaint with the employee directly involved and try to find a solution.
- If the problem or complaint cannot be resolved with the employee directly involved, a discussion with the managing director or the medical director of the Acura Clinic will be offered.
Processing of the complaint
- If the manager or the medical director of the Acura Clinic is unable to resolve the problem, the manager or the medical director of the Acura Clinic will submit the complaint in writing to the NVVCC-Complaints Committee. This can be sent by e-mail to klachtencommissie@nvvcc.nl or by post.
- A copy of the letter confirming that the complaint has been received by the NVVCC Complaints Committee will be sent to Acura. The Acura Clinic will then send a written response to the complaint to the Complaints Committee.
- A letter containing the committee's opinion will then be received. Acura's Managing Director or Medical Director will then inform the client in writing whether they agree with the Committee's judgement or whether they are considering taking action as a result of the judgement.