Your experience helps us make our care even better
Are you unhappy about something, or have you seen an unsafe situation? We would like to hear about it. We take every complaint and report seriously and handle it carefully, confidentially and in accordance with the Healthcare Quality, Complaints and Disputes Act (Wkkgz).
The quickest solution: call or message us. We listen and look for a solution together with you.
Call 06 14 97 58 70WhatsAppUse our form or email info@rytelzorg.nl. You will receive a response within 5 working days.
Go to the formPrefer someone outside RytelZorg? An independent complaints officer will help you free of charge.
More information1.What can you report to us?
| Type | Examples |
|---|---|
| Complaint | You are not satisfied with the care, the way you were treated, the scheduling, the communication, an invoice or the way we handle your data. |
| Report | An incident or (near) mistake, such as a fall, a medication error, an unsafe situation at home or something that went differently than agreed. |
| Suggestion or compliment | An idea to improve our care, or something you felt went particularly well. |
Anyone may submit a complaint or report: clients, family and informal carers, representatives, surviving relatives and staff.
2.How we handle your complaint
- You submit your complaintIn person, by phone, via WhatsApp, by email or using the form on this page.
- Acknowledgement of receipt within 5 working daysWe confirm that we have received your complaint and tell you who is handling it.
- ConversationWe will contact you to discuss your complaint and look for a solution together. You may bring someone with you.
- Written decision within 6 weeksYou will receive our reasoned decision, including the measures we will take and when. If further investigation is needed, this period may be extended by up to 4 weeks. We will inform you of this in writing in advance.
- Not satisfied?Then you can submit your complaint to the independent disputes committee (see article 5).
3.What can you expect from us?
- We handle your complaint carefully, impartially and confidentially.
- The person you are complaining about is given the opportunity to respond.
- We keep you informed of the progress.
- We learn from every complaint and use it to improve our care.
- There are no costs for you in submitting and handling a complaint.
4.Independent complaints officer
Would you rather not discuss your complaint with us directly, or do you need help putting your complaint into words? Then you can call on an independent complaints officer free of charge. The complaints officer:
- gives you advice and information about the options;
- helps you write down your complaint;
- can mediate between you and RytelZorg to reach a solution together.
5.Disputes committee
Do you disagree with our decision, or have you not received a decision within the statutory period? Then you can submit your complaint to the independent disputes committee to which RytelZorg is affiliated.
The disputes committee issues a binding ruling and can also award compensation. You can also go directly to the disputes committee if you cannot reasonably be expected to submit your complaint to us first.
6.Incidents, serious incidents and safety
Safety comes first for us. Staff report incidents and (near) mistakes internally through our Safe Incident Reporting (VIM) procedure. We analyse every report, without assigning blame, and take measures to prevent recurrence.
A serious incident (calamiteit) is an unintended event that has led to the death of or serious harm to a client. We report serious incidents and violence in the care relationship without delay to the Health and Youth Care Inspectorate (IGJ), as required by the Wkkgz. We inform the client or their loved ones openly and honestly.
7.Other organisations
- Landelijk Meldpunt Zorg: for advice about your complaint and the options.
- Autoriteit Persoonsgegevens: for complaints about the use of your personal data (see also our privacy statement).
Submit a complaint or report
Fill in the form; fields marked * are required. Would you like to report anonymously? Then leave your name blank. Do not include your BSN or medical details: we will discuss those with you in person.