At Drs. Samana Clinics, we strive to serve you optimally and provide the best possible care. Your satisfaction is of utmost importance to us, and we are fully committed to meeting your expectations. However, if you are not satisfied with a treatment or interaction with a staff member, we want to hear from you. We take your complaint seriously and will work together to find a solution. Often, a conversation can provide clarity and help us improve our services.

Oral Complaint Reporting

You can report your complaint verbally at Drs. Samana Clinics. This can be done by phone or during a consultation or treatment with your doctor. This way, we can discuss your concerns promptly and work together to find a solution.

Written Complaint Reporting

If you prefer to submit your complaint in writing, you can do so in two ways:

1. By Email: Send your complaint to info@drsamana.nl
2. By Post: Drs. Samana Clinics, Attn: Complaints Procedure Weena-Zuid 152 3012 NC Rotterdam

To properly process your complaint, please include the following information in your message:

• Your full name and date of birth
• Your address, postal code, and phone number
• Your email address
• The name of the doctor/staff member involved
• The treatment you are dissatisfied with
• The date of the incident
• A description of the incident and your complaint

Upon receiving your written complaint, we will contact you promptly and aim to resolve the issue within two weeks.

External Complaints Committee

If we are unable to resolve the issue, we will refer you to our external complaints officer. This independent officer will handle your complaint with care. Drs. Samana Clinics is affiliated with the complaints and disputes procedure as per the Wkkgz (Healthcare Quality, Complaints, and Disputes Act), managed by the recognized and independent organization DOKh.

You will have a meeting with the complaints officer, who will assist you in formulating your complaint and seeking a resolution. If necessary, an impartial mediator may be involved. If mediation is desired, an initial mediation session will be scheduled within two weeks.

The doctor is required to respond in writing within six weeks of the complaint, outlining their decision and any measures taken. This period can be extended by a maximum of four weeks, provided you are informed in a timely manner. If both parties are satisfied with the decision, the complaint is resolved. If not, you have six months to decide whether to escalate the matter to the disputes committee.

Rules

1. Assistance from the complaints officer, mediation, and complaint handling are free of charge for you.
2. Mediation is only successful if both parties agree.
3. Mutual respect and trust are essential during mediation.
4. Privacy is handled with care, and all parties involved are bound by confidentiality.

The full complaints procedure can be downloaded from dokh.nl. If mediation does not lead to a solution, the complaints officer will support you with the next steps. Drs. Samana Clinics is affiliated with the DOKh Disputes Committee.

DOKh Contact Information

Stichting DOKh Department of Complaints and Disputes
Robijnstraat 6
1812 RB Alkmaar
Tel: +31 72 520 8325
Website: www.dokh.nl
Email: klachtenengeschillen@dokh.nl