Complaints

Fundashon Verriet stands for qualitative care where respect, appreciation, safety, acceptance and privacy of the client are always our priority. Nonetheless, if you are still not satisfied with the provided care or you have experienced an incorrect treatment, you could file a complaint. In order to handle the complaint in the best way possible we apply the rules of the complaint procedure.

Filing a complaint

Complaints can be filed by the client, his/her legal representative or by someone or organization that is authorized to do so; even if in the meantime the client has passed away. The client or his/her representative files a written complaint with the complaint officer. The name of the complainant, the respondent and the content of the complaint should be mentioned.

Dealing with a complaint

Both the complainant and the respondent are given the opportunity to express their views on the complaint. This can be done in writing and/or orally.

The complainant and the respondent can be heard by the Complaint Committee. This takes place in the presence of both parties but can also take place separately. The party who is not present will be notified about what has been discussed by means of a report.

The complainant but also the respondent can be assisted by a lawyer.

Both parties and the lawyer have the right to have access to all the documents that are relevant for the handling of the complaint and that are in possession of the Complaint Committee. To have access to the case file, one should have permission from the client.

Ruling

The decision-making is done by the sitting members of the Complaint Committee and takes place, in the first instance, on the basis of a consensus. If this is not possible then the decision is made by a majority of the votes. In case of a tie in voting the chairman has a decisive vote. The Complaint Committee gives its judgement on the merits of the complaint within a month if possible, however, within two months at the latest after receiving the complaint. This may be accompanied by recommendations which will be motivated and communicated in writing to the complainant, the respondent, the management of the SGR-Group but also to other people who are involved with the case.

In case the complaint is against the director then the management team of the SGR-Group will be notified of the decision of the Complaint Committee.

For inquiries and further information about the complaint-handling procedure you can send us an e-mail at info@sgrgroep.org.