Complaint Resolution

You have a complaint, now what?
A good relationship between you and your dermatologist is important. Sometimes, unfortunately, things happen that disrupt this relationship. You are dissatisfied and have a complaint. Here's what you can do.

Work it out together
247dermatologist does its best to provide you with good care. Should it be that you are not fully satisfied afterwards, you can let us know. In the first instance, you can submit your complaint via info@247dermatologist. We greatly appreciate the opportunity to discuss the cause of the complaint with you. Such a conversation is usually very enlightening for both parties and allows the dermatologist and 247dermatologist to learn from your feedback. Experience has shown that the majority of complaints can be remedied this way. If this does not work, we will put you in touch with a complaints officer.

Complaint reception
You will have a meeting with the complaints officer. He or she will look after you and your complaint. You can go to him or her with your questions, you will be given advice and, if necessary, help with formulating the complaint in writing. Once your complaint is clear, you and the complaints officer will work together to find a solution. The first option usually chosen is (telephone) complaint mediation. You can indicate to your complaints officer whether you are open to this.

Complaint Mediation
Many complaints can be resolved in a conversation where an impartial mediator sits at the table. If both you and your dermatologist indicate that (telephone) mediation is desirable, an initial mediation conversation will follow. The aforementioned complaints officer acts as mediator. During the mediation talks, you and your dermatologist will have the opportunity to explain the event(s). As mutual understanding grows, a workable situation often arises again. The ultimate goal of mediation is to restore the relationship of trust between you and your dermatologist. If both parties are satisfied with the verdict, this concludes the complaint. If you are not satisfied and wish to continue the complaints procedure, it is a dispute.

Rules of the game
Assistance from the complaints officer, complaint mediation and complaint handling are free of charge for you.
Mediation is only successful if both parties agree. Mediation is based on mutual respect and trust. All those involved in the process treat your privacy with the utmost care and are bound by an obligation of confidentiality.

If, despite the mediation talks, you areunable to reach a solution with the complaints officer,
the complaints officer will support you in taking the next step. Your complaint then becomes a dispute. 247dermatologist is affiliated with
Geschillencommissie Zorg algemeen. For more information see this link.