Complaints procedure

Version: 2025
Location: Leiden – active in Leiden and the Groningen area
E-mail: info@milliasthuiszorg.nl
Applicable to all clients of Millia's Zorg

1. Purpose of the complaints procedure

Millia's Zorg believes it is important that clients feel heard and taken seriously.
Complaints help us to improve the quality of care and services.
This procedure describes the steps to be followed when a client or their representative files a complaint about the care or services provided by Millia's Zorg.

2. Scope of application

This procedure applies to all clients, representatives, or relatives who use Millia's Zorg services, including:
domestic help, personal care, nursing, terminal care, bereavement counseling and cleaning.

3. What is a complaint?

A complaint is any expression of dissatisfaction about the way in which care or services were provided, about the treatment by employees, or about a decision or action taken by Millia's Zorg.

Complaints can be submitted orally, in writing or by email.

4. How can you file a complaint?

A complaint can be submitted in the following ways:
📧 Email: info@milliasthuiszorg.nl
📬 Postal address: Millia's Zorg – Attn: Complaints Officer [fill in address]

You can also submit your complaint verbally to a staff member. They will record the complaint and ensure it is passed on to the responsible care coordinator.

In the complaint you should preferably state:

  • your name and contact details;

  • the date of the incident;

  • a clear description of the complaint;

  • any employee(s) involved;

  • what you would like to happen to resolve the complaint.

5. Confirmation of receipt

You will receive written or digital confirmation of your complaint within five (5) working days of receipt.
This states who will handle your complaint and what the next steps are.

6. Handling of the complaint

  1. The complaint will first be discussed with the employee or coordinator involved to try to resolve the problem together.

  2. If this does not lead to satisfaction, the complaint will be forwarded to the independent complaints officer .

  3. The complaints officer will contact you within ten (10) working days and will attempt to find a solution through mediation.

  4. The complaint will be carefully investigated; all parties involved will be heard.

  5. Within six (6) weeks of receipt of the complaint, you will receive a written response with:

    • the findings of the research,

    • the judgment on the complaint,

    • and any measures that Millia's Zorg will take.

  6. If more time is required, you will be notified, with an explanation and an extension of up to four (4) weeks .

7. Role of the complaints officer

Millia's Zorg works together with an independent complaints officer .
This person:

  • is not employed by Millia's Zorg;

  • handles the complaint impartially;

  • monitors the due care of the procedure;

  • supports the client and mediates between parties;

  • guarantees confidentiality.

The contact details of the complaints officer are provided to each client at the start of care.

8. Dispute Resolution Body

If you are not satisfied with the handling of your complaint, you can submit the dispute to a government-recognized healthcare dispute resolution body .
Millia's Zorg is affiliated with a recognized body that handles complaints and disputes independently.
The decision of the Dispute Resolution Body is binding on both parties.

(The name of the agency will be displayed once the connection has been completed — for example, "Healthcare Complaints Portal" or "General Healthcare Disputes Committee".)

9. Confidentiality

All complaints and associated data will be treated strictly confidentially.
Your personal data will only be used to handle the complaint and will be destroyed or anonymized after completion in accordance with the GDPR .

10. Registration and evaluation

Every complaint is recorded in an internal complaints register.
At least once a year, all complaints are evaluated to learn from signals and to structurally improve the quality of care.

11. No adverse effects

Filing a complaint will not adversely affect the care you receive.
Millia's Zorg sees complaints as an opportunity to learn and further improve its services.

🕊️
Millia's Care – with attention, care and respect in every stage of life.