Complaints and disputes
We would rather hear straight away if something is not going well. A complaint helps us improve our treatment and is always taken seriously.
Concept. Deze tekst is nog niet vastgesteld door Spira Centrum en mag niet als definitief worden gelezen.
This page has not been finalised. The following must be filled in by Spira Centrum before the website goes live: the name and contact details of the complaints officer, the confidential counsellor service used, the disputes committee Spira Centrum is affiliated with, and the timescales from its own complaints procedure.
What you can complain about
You can raise a complaint about the treatment itself, about how a member of staff treated you, about how the care is organised, or about the way we handle your data.
How we handle a complaint
We confirm receipt of your complaint in writing. We then investigate what happened and contact you to discuss it. You receive a written response with our conclusion and, where applicable, the measures we are taking.
A complaint never affects the treatment your child receives.
What you need
When submitting a complaint, please include your name and contact details, your child’s name, what the complaint concerns, when it occurred and what you have already discussed with us.
Contact
Complaints can be sent to info@spiracentrum.nl.
Discuss it with your practitioner
The quickest route is a conversation with the professional treating your child. Much dissatisfaction can be resolved in a good conversation.
Report it to the complaints officer
If you cannot resolve it together, you can report the complaint to our complaints officer, who is independent and mediates between you and us.
Independent confidential counsellor
You can be supported by an independent confidential counsellor. This is free of charge and they stand beside you, not beside us.
Disputes committee
If the complaints procedure does not lead to a resolution, you can put the dispute to an independent disputes committee.