Complaints procedure
Your acupuncturist is a member of the NVA. This means you can rely on their expertise and quality. And on the proper handling of a complaint. In any treatment relationship, a problem can arise, for example, regarding communication, treatment, a bill, the treatment itself, or its outcome. 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 are unsure what to do
The NVA has a complaints officer available who can advise you on whether or not to file 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 options, including the pros and cons of the different choices.
The NVA secretariat may request the complaints officer to contact you.
Discussing Your Problem with Your Care Provider
According to the complaints law Wkkgz, the care provider is the very first person you discuss your problem with. Under the Wkkgz, complaints can be made about the behavior of a care provider towards a client in the context of care provision. The care provider can be an institution or an independent working care provider.
Written Assessment Healthcare Provider
The healthcare provider must carefully investigate the complaint and provide a written assessment 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 complainant can resolve the issue together.
Complaints Officer
If you wish, you can also involve the complaints officer of the NVA in this phase for free. For example, if you cannot resolve it together or if communication is no longer possible. Upon 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 disagree with the written judgment of the healthcare provider, or if their 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 the explanation in this section is still unclear to you, please contact the NVA secretariat. We are happy to assist you further and can, if you wish, connect you with the complaints officer.
