Complaints procedure
Version: 2025
Applicable to all clients of Millia's Zorg
1. Purpose and principles
Millia's Zorg strives to provide care and support with respect, attention, and quality. However, it may happen that a client or their loved one is dissatisfied with (part of) the care or service provided.
The purpose of this complaints procedure is to:
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to handle complaints quickly, carefully and easily,
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to learn from signals and thus improve the quality of care,
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and to comply with the requirements of the Healthcare Quality, Complaints and Disputes Act (Wkkgz) .
2. Scope
This policy applies to all clients and their representatives who use Millia's Zorg services, regardless of whether the care is provided through PGB, WLZ, WMO, or private payment.
3. Definitions
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Complaint: any expression of dissatisfaction about the conduct, treatment, or care provided by Millia's Zorg or its employees.
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Complainant: the client himself, his representative or next of kin.
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Complaints officer: the independent person who mediates between client and healthcare provider.
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Dispute Resolution Body: the government-recognized body that handles a complaint when internal consultation does not provide a solution.
4. Reporting a complaint
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A complaint can be submitted orally or in writing.
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Written complaints can be sent to:
📧 info@milliasthuiszorg.nl
📬 or by mail to:
Millia's Care – Complaints Officer [fill in address] -
The complaint should be described as fully as possible, including name, date, contact details and a description of the situation.
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Complaints can also be submitted anonymously, but this may limit the processing.
5. Handling of the complaint
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The complainant will receive written confirmation within 5 working days of receipt.
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Millia's Zorg will carefully investigate the complaint and, if possible, resolve it in consultation.
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The complaints officer will contact the complainant within 10 working days for a discussion or mediation.
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Within 6 weeks of receipt, the complainant will receive a written response containing:
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the findings of the research,
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the judgment on the complaint,
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and any measures that are being taken.
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If the complaint requires more time, this will be communicated to the complainant in writing with reasons, with a new term of up to 4 additional weeks .
6. Independent complaints officer
Millia's Zorg works together with an independent complaints officer .
The complaints officer:
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is not employed by Millia's Care,
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offers support to both client and organization,
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tries to resolve the complaint through mediation,
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and guarantees confidentiality and impartiality.
👉 The name and contact details of the complaints officer are provided to each client at the start of the care agreement.
7. Dispute Resolution Body
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If the complaint is not resolved satisfactorily, the complainant can submit the dispute to a government-recognized healthcare dispute resolution body .
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Millia's Zorg is affiliated with a recognized Healthcare Dispute Resolution Body (such as the Healthcare Complaints Portal or the General Healthcare Dispute Resolution Committee) .
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The dispute resolution body will make a binding decision within 6 months .
(The exact name of the agency will be added once you're connected. I can help you choose the one that best suits your type of healthcare provider—for example, Complaints Portal Healthcare or Healthcare Disputes.)
8. Confidentiality and privacy
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All complaints will be treated confidentially.
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Personal data will only be used to handle the complaint and will then be destroyed or anonymised in accordance with the GDPR.
9. Costs
Submitting and handling a complaint to Millia's Zorg is free of charge.
Only if the complaint is forwarded to a dispute resolution body may costs apply, in accordance with the rules of that body.
10. Improving quality
Every complaint is recorded and evaluated. Millia's Zorg uses complaints and reports to continuously improve its services.
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Millia's Care – with attention, care and respect in every stage of life.