Complaints policy

Anyone who becomes involved in the work of Vrije Opdrachten, hereinafter referred to as V.O.bv, and is dissatisfied in any way, may submit a complaint. The person submitting a complaint is hereinafter referred to as the “complainant”. The complaint may relate to our services (performance, advice, decisions) or to the conduct of one or more employees of V.O.bv or employees engaged through us.

Any employee of V.O.bv may therefore be the recipient of a complaint. In the event of a complaint, the employee concerned will first attempt to resolve the complaint and/or the underlying problem themselves. If this is not sufficient, the employee will point out the possibility of submitting a complaint to V.O.bv.

Complaints can be submitted in the following ways:

Website In writing

Email

Step-by-step plan

https://www.secondopinion-bedrijfsarts.nl/en/complaints-form/

V.O.bv
Attn: Management
Nijverheidslaan 3 a16
1382 LE Weesp

info@secondopinion-bedrijfsarts.nl

To ensure complaints are handled properly and efficiently, the following steps have been laid down in V.O.bv’s quality system:

  1. If someone attempts to report a complaint by telephone or verbally, they will be asked to put it in writing. If a complaint is received in writing, it will be forwarded to the director immediately or sent by email.
  2. The director receives the complaints. The complaint is recorded in the complaints overview for the relevant year.
  3. The person submitting the complaint will receive a confirmation of receipt within five working days, which will also indicate how the complaint will be handled and how long it is expected to take to resolve the complaint.
  4. Depending on the nature and seriousness of the complaint, the director will appoint a complaint handler. Organisational complaints are handled by a manager, an account manager or a colleague who is an expert in the field of the complaint. Professional (disciplinary) complaints are always forwarded to a solicitor. The complaints handler will receive the complaint together with a complaints form and any attachments. The director is also authorised to handle complaints himself.
  5. The complaints handler analyses the complaint, considering the following:
  • assessing whether the complaint concerns an incident or whether it should lead to a change in working methods, procedures or processes;
  • hearing both sides of the argument;
  • determining whether the complaint is justified or unjustified;
  • drafting a written or verbal response to the person who submitted the complaint.
  1. The above actions are carried out and the completed complaint form and any attachments are returned to the director by the complaints handler within one month.
  2. The complainant will receive a written response within a maximum of two months after submitting the complaint.
  3. If the complainant is still dissatisfied with the handling of the complaint, they can contact the complaints officer of the ZFB* Disputes Committee and Complaints Procedure.
  4. If the complaint concerns an incident, the complainant will be informed of this. The director will devise a solution for handling the complaint within two weeks of it being submitted and may involve the complaints handler and/or complainant in this process. The solution will be recorded on the complaint form. This form will also state that the complaint concerns an incident.
  5. If the complaint requires a change in working methods, the director will devise an improvement proposal within two weeks of receiving the completed complaint form and discuss this with the quality manager. The complaint handler and/or complainant may be involved in this process. The improvement proposal must involve a structural improvement in working methods. The improvement proposal shall be completed on the complaint form.
  6. The quality manager shall announce the changed working method. If necessary, the quality manager shall initiate a follow-up investigation into the implementation of the improvement proposal.
  7. Once the (follow-up) actions have been carried out, the complaint, together with the completed complaint form and any appendices, will be sent to the quality manager and archived, provided that they do not contain any medical and/or privacy-sensitive information and that the complainant agrees to this. The complaint will be recorded as resolved in the complaints overview.
  8. The quality manager will periodically analyse the resolved complaints and compliments in terms of number, type, causes, correctness of handling, and any special circumstances.
  9. The recommendations included in the report may be incorporated into the annual quality plan, thereby reducing similar complaints and increasing job satisfaction.

*ZFB: Association of independent and freelance occupational physicians.
This is an association for and by registered occupational physicians.
All members are registered occupational physicians and members of the NVAB.

Also see: https://verenigingzfb.nl/ | Complaints procedure ZFB