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Tao Life Coach is affiliated with the complaints procedure of;

Version 2019-2020

Complaints procedure

Something went

You are a client 1

You receive care from a care provider. By this we mean someone who provides professional care, not an informal caregiver. For whatever reason, you do not feel well or not treated pleasantly. This may be because you feel that the healthcare provider does not show any respect in their relationship with you. For example, he or she does not keep the agreements. But it could also be that something went wrong in the treatment. For example, you don't get the right medicines, which puts your health at risk. And everything in between. You are a healthcare provider You provide professional healthcare. Your client is dissatisfied with the way you interact or communicate with him or her. Or something went wrong in the treatment that endangers his or her health. You know or feel it, but you are not sure how to deal with it. It is in the interest of you and your client that this is resolved as quickly as possible and as pleasantly as possible for both. After all, it does not need to escalate into a complaint or dispute. For client and healthcare provider We are happy to help solve the problem. This complaints procedure describes step by step what you can do as a client, what you can do as a care provider and what we can do for you to resolve the dissatisfaction (Phase 1) and, if that does not work, guide the client and care provider. in reaching a solution that is acceptable to both of them as quickly and as pleasantly as possible (Phase 2). So that there is trust again and you can continue with each other. If all of that fails, we facilitate a disputes committee. The entire process as described in this complaints procedure, up to and including the decision of the disputes committee, complies with the requirements of the Care Quality, Complaints and Disputes Act (Wkkgz). Every healthcare provider who uses this complaints procedure is obliged to adhere to it and to inform his clients thereof. If he does not do this, the client can submit a dispute about this to the disputes committee.2 1 We use the term client, but this also includes patient. 2 Pursuant to article 21.1 under a of the Wkkgz. Version 2019-2020 2 The complaints procedure Phase 1 Working out together 1. The client indicates what bothers him and what he wants to achieve. In doing so, he uses the website If necessary, the questionnaire will be sent to the client in writing, with a telephone number for support. Explanation The questions have been drawn up in such a way that when they are answered it becomes increasingly clear what exactly is going on and how, in your opinion, the problem can best be solved. In the appropriate text blocks you can explain your story in your own words. Depending on the answers you provide, you can get information and tips that suit your problem and what you want to achieve. 2. After answering the questions, the client has the choice to: a. Continue with the information and tips he has received; b. to file a complaint with the healthcare provider. The latter is not possible if i. the client has already submitted the problem in question to the judge or another competent authority for a decision; ii. the nature of the problem means that the complaint must not be submitted to the healthcare provider, but to another person or organization. Explanation Re a. For example, you may decide to first talk to the care provider yourself in order to solve the problem together. If that does not work, you can still file a complaint. Ad b. You cannot file a complaint against the healthcare provider if you have already submitted the same problem to a court or another authority for a decision. This could be, for example, a medical disciplinary committee, or the municipality or National Ombudsman if it concerns care that falls under the Social Support Act (Wmo). If you are unsure whether the body you submitted it to is covered by this exclusion, you can always ask. It is also possible that your complaint cannot be handled because the care provider is not the one to whom the complaint is actually directed. Consider, for example, the situation in which you are not reimbursed for care, even though you believe you are entitled to it. You must then turn to the body that finances your care: for example, the health insurer or the municipality. It is good for you to know where you stand as early as possible in the process. Phase 2 Complaint Version 2019-2020 3 3. A complaint must be submitted at such a time that its validity can still be reasonably assessed. 4. If other care providers are also involved in the care to which the complaint relates, and the client has indicated that he has also submitted a complaint about (one of) the other care provider (s) involved, or if it is unclear to which care provider In that case the complaint is directed, an official from the Recovery Team will consult with the complaints officer (s) of the other care provider (s) to see whether and how the complaint can be handled jointly. 5. The client can get help from an official of the Recovery Team in articulating the complaint. The recovery team officials are trained and experienced in communication, coaching and advice and are in no way affiliated with the healthcare provider. In the selection of officials, a link is sought as much as possible with the professional profile of the complaints officer as drawn up by the Association of Complaints Officers in Healthcare Institutions. Explanation Most care providers use the term complaints officer. We prefer a recovery team officer, because it does more justice to the ultimate goal of the complaints procedure, ie restoring trust and resolving the underlying problem. 6. If the client agrees with the way in which the complaint is worded, the complaint will be finalized and sent to the care provider. 7. The healthcare provider will respond to the complaint as quickly as possible, but in any case within two weeks, with reasons from his or her vision. The healthcare provider will in any case discuss the solution proposed by the client or propose a different solution. 8. If the client and the healthcare provider agree on a solution to the problem, the complaint, the healthcare provider's response to it and the solution accepted by both are stored in the personal digital file and the file is closed. If a problem arises later between the same client and the same healthcare provider, the file can be opened again. 9. This phase of the process does not take longer than six weeks from the submission of the complaint, unless a. The healthcare provider needs more time to carefully investigate the complaint; b. the official of the Recovery Team is of the opinion that an expert's opinion is necessary on (part of) the complaint. In both cases, the client will be notified before the end of the six weeks, explaining why an extension is necessary. The process including extension will not take longer than ten weeks. Explanation Version 2019-2020 4 Sometimes it is not possible to determine a suitable solution, for example in the case of material damage. In such a case, an external loss adjuster may be asked for expert advice. Phase 3 Mediation 10. If Phase 2 has not resulted in a solution acceptable to the client and healthcare provider, either of us can call on the assistance of one of our mediators. Explanation The client can also choose to skip this step and submit the dispute directly to the disputes committee. See phase 4 below. However, experience has shown that the practical approach to mediation often quickly leads to a solution that is pleasant for you and the healthcare provider, and that meets your needs well. 11. These mediators are in no way connected to the healthcare provider, nor to the client. They take a neutral look at the problem and from this position guide the client and care provider in reaching a suitable solution. The experienced mediators are knowledgeable and have successfully completed a mediator training. 12. The other data subject is asked to join. 13. If he does not want this, then no mediation can take place and the file is closed, unless the client decides to submit the complaint to the disputes committee. In that case, see point 19 et seq. 14. If the other party involved agrees to mediation, the mediator will have access to the file. 15. The mediation takes place via an online connection, unless one of the parties involved or the mediator requests an oral conversation. The latter can take place by telephone, video conference or in person, depending on the wishes of the parties or, if parties do not agree on this, on the authority of the mediator. 16. If the parties involved are heard in person, the mediator determines a neutral location that is easily accessible for both parties involved, as close as possible to the client. The mediator takes particular account of any limitations on the part of the client. 17. After consultation with the client and the care provider, the mediator will determine a date and time on which the interview will take place. 18. The mediator will complete the counseling within three weeks after the (first) online or oral conversation. If this is not possible, those involved will be informed about this. As soon as the parties involved agree on a solution to the problem, Version 2019-2020 5, the mediator adds the solution accepted by both to the file and the file is closed. Phase 4 Disputes Committee 19. If phase 3 has not led to a solution acceptable to both parties, the mediator adds the agreements made to the file in a report and informs the client and the care provider thereof. 20. In that case, the client can submit the dispute to the Disputes Committee affiliated with us within five years after this notification. 21. The disputes committee of is recognized by the CIBG under registration number CIBG / EGi 27349.2. ________________

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