Complaints and Dispute &confidant

This text outlines the regulations for complaints and dispute resolution in psychological care according to the Wkkgz, established by NIP (Nederlands Instituut van Psychologen/Netherlands Institute of Psychologists).

Complaints and Dispute Resolution Regulations for Psychological Care Wkkgz, Established by NIP

Praktijk van Grevenstein is affiliated with the complaints and dispute resolution regulations for psychological care Wkkgz, set up by NIP

Go to NIP Website

Step 1: Discuss Your Dissatisfaction with the Practitioner
If you have a complaint about your practitioner or the treatment, it's best to discuss it with them first. Having a conversation about your dissatisfaction can provide clarity and an opportunity to resolve misunderstandings quickly.

Step 2: Contact the Complaints Officer
Sometimes it's difficult to talk to the practitioner directly. Or perhaps you're not getting a satisfactory response. In that case, you can contact the independent complaints officer. NIP collaborates with the complaints officers from Klacht&Company.

Fill out the complaints form [to be provided soon] and email it to nip@klachtencompany.nl. This way, you provide the complaints officer with essential information right away. The complaints officer will get in touch with you within two business days after receiving the form. If you find it challenging to fill out the complaints form or prefer to consult first, you can also call 088 – 234 16 01.

Step 3: Discussion and Further Actions
The complaints officer listens to your complaint, discusses your desired outcomes, and suggests appropriate steps. This could involve getting a written response from your practitioner as a first step. The complaints officer might also guide you and your practitioner to have a further conversation (mediation). The complaints officer is independent and impartial; they do not judge. What you and the complaints officer discuss remains confidential. Your consent is required if the complaints officer takes further actions.

Step 4: Conclusion
Once all possible steps have been taken, your practitioner will send you a message with the outcome of the complaint resolution. This closing message will also include the agreements you and the practitioner have made under the guidance of the complaints officer.

Not Satisfied with the Outcome?
If you're not satisfied with the outcome of the complaint resolution, you can bring the matter to the independent disputes committee for psychological and pedagogical care. This committee investigates and evaluates your complaint, hearing both parties involved. The disputes committee can also make a judgment about compensation if you've requested it. Your practitioner must adhere to the outcome of this dispute procedure.

What Are the Costs?
There are no costs for you to engage the services of the complaints officer.

If you choose to hire a mediator or advisor yourself, you will, of course, bear the costs of this mediation or advice. If you decide to proceed to the disputes committee after the complaint has been concluded, you will pay a one-time administration fee of €52.50. This fee will be refunded if the disputes committee rules in your favor.

Objectives of these Complaints and Dispute Resolution Regulations:
a. Creating the opportunity for restoring the relationship between the complainant and the care provider and resolving issues within this relationship.
b. Upholding the rights of the individual complainant.
c. Systematically collecting complaints to gain a better understanding of deficiencies in psychological and pedagogical care, thus better meeting the general needs of the client and preventing similar dissatisfaction or complaints.
d. Monitoring and evaluating the data mentioned under c. for policy formation to ensure and promote the quality of care.