Quality and safety

Good care is personal, safe and reliable. On this page you can read how RytelZorg works on this, what your rights are as a client, which laws apply and where to turn if something is not right.

Care according to a personal care plan

After a free introduction, we draw up a care plan together with you and your loved ones. It sets out your wishes and goals, the agreements made and who visits you when.

1. Introduction. At your home we discuss what you need and what you still want and are able to do yourself.
2. Care plan. We record the agreements. You read the plan and give your consent.
3. Delivery. Your permanent carers report in your file every day.
4. Evaluation. We review the care plan with you regularly and adjust it if your situation changes.

We coordinate care with your GP, pharmacy, district nurse or case manager and other care providers involved, always with your consent.

Permanent and skilled carers

You get a small, permanent team of carers who get to know you and your habits. Among other things, we require our carers to have a suitable diploma and a valid Certificate of Conduct (VOG).

Nursing procedures are only carried out by carers who are authorised and competent to do so, as required by the Wet BIG. You can check whether a nurse is registered in the BIG register.

Your file and your privacy

We work with the electronic client file Nedap Ons, in which we record your care plan and daily reports. Only the carers involved in your care have access.

We handle your data in accordance with the General Data Protection Regulation (GDPR, AVG in Dutch). Read more in our privacy policy.

Safety and learning from incidents

Staff report incidents and (near) errors through our Safe Incident Reporting procedure (VIM). We review every report without assigning blame and take measures to prevent it from happening again. We report serious incidents to the Health and Youth Care Inspectorate (IGJ), as required by the Wkkgz.

When there are signs of domestic violence or elder abuse, we follow the statutory reporting code (Meldcode).

Complaints and reports

Are you unhappy about something? Please tell us, because that is how we can improve.

1. Discuss it with us. With your carer or directly with management. A solution is often found quickly.
2. Free complaints officer. You can get help and advice from an independent complaints officer. RytelZorg is affiliated for this through SoloPartners.
3. Written complaint. You receive a written response within the statutory period of six weeks. This period can be extended by up to four weeks; we will let you know if so.
4. Disputes committee. If we cannot resolve it together, you can submit your complaint to the independent disputes committee, also through SoloPartners.

Read our full complaints procedure

Your rights as a client

Laws and rules

Home care in the Netherlands is bound by clear rules. These are the main laws that apply to our care:

• WkkgzQuality, Complaints and Disputes in Care Act: good care, complaints procedure, disputes committee and reporting of serious incidents. Explanation on Rijksoverheid.nl (in Dutch)
• WGBOMedical Treatment Contracts Act: your right to information, consent and access to your file.
• Wet BIGIndividual Healthcare Professions Act: who may carry out which (nursing) procedures.
• AVGGeneral Data Protection Regulation (GDPR): protection of your personal data.
• MeldcodeStep-by-step plan when there are signs of domestic violence, elder abuse or child abuse.
• Wlz, Wmo, ZvwThe laws that pay for your care: Long-term Care Act, Social Support Act and Health Insurance Act. Also with a personal budget (pgb).

Your opinion matters

We would love to hear how you experience our care, in a conversation with your carer or via our contact form. You can also read experiences of clients and families on Google.

Registrations

RytelZorg is registered with the Chamber of Commerce (KvK 94964386) and has AGB codes for providing care. You will find these details at the bottom of every page.

Want to know more? Read the frequently asked questions or see our services.