Complaints Procedure
Access to Health is committed to providing professional, respectful, and ethically responsible psychological counselling and psychotherapy services.
We value feedback from our clients and take concerns and complaints regarding the quality of our services, the therapeutic process, and professional conduct seriously. A complaint is not only a way to express dissatisfaction, but also an opportunity to clarify concerns, explore appropriate solutions, and improve the quality of our services.
Access to Health is a private practice operated by a sole practitioner and participates in the complaints and disputes resolution scheme (Klachten- en geschillenregeling) facilitated by the Dutch Association of Psychologists (NIP) under the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz).
1. How to Submit a Complaint
If you are dissatisfied with the services you have received, you may choose either of the following options.
Option 1: Contact the Practice Directly
If you feel comfortable doing so, we encourage you to discuss your concerns with your psychologist first. This may help clarify misunderstandings, understand different perspectives, and explore possible solutions.
You can submit your complaint to the practice by email.
To help us understand your concerns, please provide the following information where possible:
- Nature of the complaint: Which services, actions, or professional decisions are you dissatisfied with?
- Date or period: When did the relevant events take place?
- Description of events: What happened, and how did the situation develop?
- Desired outcome: What explanation, response, or resolution are you seeking?
- Previous communication: Have you already discussed these concerns with the psychologist or anyone else? If so, what was the outcome?
The practice will carefully consider your complaint, review the relevant facts, and, where appropriate, provide explanations, explore possible solutions, or take appropriate steps to address the concerns raised.
Option 2: Contact an Independent Complaints Officer (Klachtenfunctionaris)
If you prefer not to discuss your concerns directly with your psychologist, or if your concerns have not been resolved through direct communication, you may contact an independent complaints officer without first approaching the practice.
The independent complaints officer provides free assistance in understanding the complaints procedure, clarifying your concerns and desired outcomes, and, where appropriate, helping both parties explore possible solutions.
These two options are part of the same Wkkgz complaints procedure. They are not separate procedures that must be completed in a particular order.
You may also seek assistance from the independent complaints officer if you have already discussed your concerns with the practice.
2. Complaint Handling and Timeframes
Access to Health is a solo private practice. We aim to handle complaints carefully, fairly, and within the applicable timeframes, taking into account the nature and complexity of each complaint.
Complaints Submitted Directly to the Practice
- Acknowledgement: The practice will acknowledge receipt of your complaint within 2 working days.
- Initial response: We will aim to provide an initial response within 7 working days, where possible.
- Review and investigation: Depending on the nature and complexity of the complaint, additional time may be needed to review relevant information, establish the facts, or seek professional or legal advice.
Complaints Submitted Through the Independent Complaints Officer
- The independent complaints officer will contact you after receiving your completed complaint form or request for contact.
- The complaints officer will discuss your concerns, your desired outcomes, and possible next steps.
- With your consent, the complaints officer may contact the practice to facilitate further handling of the complaint.
- Once the practice receives the relevant complaint information, we will cooperate with the process in accordance with the applicable complaints regulations.
Formal Complaint Outcome
Under the NIP Wkkgz complaints regulations, a formal complaint should generally receive a reasoned written response within the applicable six-week period.
The written response will explain the outcome of the complaint review and any measures that have been taken or are planned.
If additional time is required for a careful investigation, the practice will provide written notification of the reasons for the extension and the expected timeframe for completion, in accordance with the applicable laws and complaints regulations.
Complaints may be handled through written communication, meetings agreed upon by both parties, or with the assistance of the independent complaints officer.
The appropriate method will depend on the nature of the complaint and the circumstances involved.
3. Independent Complaints Officer (Klachtenfunctionaris)
Through the NIP Wkkgz complaints scheme, Access to Health provides clients with access to an independent complaints officer.
This service is provided by Centraal Bureau Klachtenmanagement in de Zorg (CBKZ).
The complaints officer acts independently and impartially and does not represent either the complainant or the psychologist.
The complaints officer can:
- Explain the complaints procedure and your relevant rights.
- Help clarify your concerns and the outcomes you wish to achieve.
- Contact the practice with your consent.
- Facilitate communication between the parties and explore possible solutions.
CBKZ Contact Details
Email: klachten@cbkz.nl
Telephone: 088-0245190
Postal address: Antwoordnummer 570, 4200 WB Gorinchem, the Netherlands
Download the CBKZ Complaint Form
You can complete the complaint form and submit it to CBKZ by email or registered post.
If you are unable to use the digital form, you may request a paper version by telephone or email.
Please note that this CBKZ complaints service is available only for services that fall within the scope of the NIP complaints scheme. It does not apply to services funded under the Dutch Youth Act (Jeugdwet) or the Social Support Act (Wmo).
4. Independent Dispute Resolution (Geschilleninstantie)
If your complaint cannot be resolved satisfactorily through the complaints procedure, or if the applicable handling period has been exceeded, you may refer the dispute to the independent disputes committee, subject to the relevant conditions.
De Geschillencommissie Vrijgevestigde GGZ praktijken
This committee can independently review disputes and issue binding decisions within its jurisdiction.
For information about eligibility, procedures, and any applicable fees, please consult the full complaints regulations and the rules of the disputes committee.
5. Confidentiality and Privacy
Access to Health handles all complaints in accordance with applicable privacy legislation and professional confidentiality obligations.
Complaint records are maintained separately from clients’ treatment records. Any disclosure of personal information or treatment records will be subject to applicable legal requirements and consent provisions.
The independent complaints officer is also bound by relevant confidentiality and privacy requirements.
The complaints officer will not contact the practice regarding your complaint without your consent. Additional written authorisation may be required if information from your treatment records needs to be obtained.
We take every complaint seriously and use relevant feedback to evaluate and improve the quality of our services.
6. Full Complaints Regulations
The complaints procedure at Access to Health is governed by the following regulations:
Reglement Klachten- en geschillenregeling Psychologische zorg Wkkgz (NIP, 2026)
This document provides detailed information about complaint eligibility, handling procedures, the responsibilities of the independent complaints officer, applicable timeframes, and independent dispute resolution.