Complaints and suggestions are welcome

Your complaints and suggestions are welcome

The people working at SEIN are specialists in epilepsy and sleeping problems and they will do their utmost to provide high-quality care. Nevertheless, please tell us if you are dissatisfied. Then we can improve the care we provide. We would be glad to hear from you even if you are satisfied and, for example, have suggestions as to how we can make our service even better.

How to discuss your complaint

First of all, explain your problem to the person with whom you have most contact. This may, for example, be your neurologist, your support worker or the manager of the department in question. He or she can then talk it through with you and refer you on if necessary.

We will endeavour to take prompt action, because it is important that your complaint doesn’t prey on your mind for long. You can also share your views on how the care can be improved with the residents or patients committee.

The confidential counsellor (complaints officer)

If you would rather speak to somebody else, you can ask for help from the confidential counsellor. The confidential counsellor will offer a sympathetic ear and help you to register a complaint. Family members and friends can also contact the confidential counsellor. SEIN keeps a record of all complaints and has due regard for the obligation of secrecy.

Confidential counsellor for clients under the Care and Coercion Act

Under the Care and Coercion Act (WZD) some clients are assigned an independent WZD confidential counsellor.

According to the WZD, care providers are prohibited from arranging an admission or providing care if someone does not wish this to happen. This is only possible if there is no other option after the alternatives have been considered.

If you have a question or complaint about involuntary care or about support received at SEIN, you should contact the WZD confidential counsellor, who is independent and not employed by SEIN. He or she will treat your question or complaint confidentially and provide support free of charge.

A formal complaint

If you are unable to solve the problem with the aid of the confidential counsellor, SEIN will give you the opportunity to lodge a formal complaint with an independent complaints handler.

The complaints handler will investigate the complaint and give independent advice to the Board of Directors. You will receive a response from the Board within six weeks of submitting the complaint. Then you will hear what steps SEIN is taking to resolve your problem.

If you are still not satisfied after completing the above steps with SEIN, you can take the dispute to the civil courts or the Healthcare Complaints Commission (Geschillencommissie Zorg). If you have submitted a request for financial compensation for material damage, our liability insurer will handle your complaint.

Final option

If you are still not satisfied after completing the above steps with SEIN, you can take the dispute to the civil courts or the Healthcare Complaints Commission (Geschillencommissie Zorg). If you have submitted a request for financial compensation for material damage, our liability insurer will handle your complaint.