Complaints procedure
Your acupuncturist is a member of the NVA. This means you can rely on his/her expertise and quality. And on a proper handling of a complaint. In any treatment relationship, a problem can arise, for example regarding communication, approach, an invoice, the treatment or its result. Or a more serious complaint such as injury, intimidation, unwanted actions, or violation of your privacy. Don't keep it to yourself, but report it. Contact the NVA secretariat.
If you do not know what to do
The NVA has a complaints officer available, who can advise you on whether or not to submit a complaint. The complaints officer can help clarify what you want to achieve with your complaint at an early stage. She will inform you about the complaint possibilities, including the advantages and disadvantages of the various options.
The NVA secretariat may request the complaints officer to contact you.
Discussing your problem with your healthcare provider
According to the complaint law Wkkgz, the healthcare provider is the very first person you discuss your problem with. Under the Wkkgz, complaints can be made about the actions of a healthcare provider towards a client in the context of care provision. The healthcare provider can be an institution or an independently working healthcare provider.
Written judgment by healthcare provider
The healthcare provider must carefully investigate the complaint and provide a written judgment within 6 weeks. This period can be extended by four weeks once, if there is a good reason for it. The healthcare provider must inform you about this. It is most pleasant if the healthcare provider and the complainant can resolve the issue together.
Complaints officer
If you wish, you can also involve the complaints officer of the NVA free of charge at this stage. For example, if you cannot resolve it together or if communication is no longer possible. At your request, she can advise you on the complaint, assist in formulating the complaint, and/or assist in finding a solution. The complaints officer is independent and does not take sides. Everything you tell the complaints officer is confidential.
Dispute resolution body
If you do not agree with the written judgment of the healthcare provider, or if his/her response is not received within the legal deadline, you can submit the complaint as a dispute to a recognized dispute resolution body. This body will make a binding decision. An NVA acupuncturist is (usually) affiliated with the Healthcare Disputes Foundation. Click at the bottom of the page for more information. An overview in 10 steps can be found below.
Any more questions?
If it's still not clear to you despite the explanation in this section, please contact the NVA secretariat. We are happy to help you further and can, if you wish, put you in touch with the complaints officer.
