Complaints procedure
Are you dissatisfied with our services or with the way one of our employees treated you? We want to hear about it, so we can resolve it and learn from it. This is how we handle complaints.
What is a complaint?
Any expression of dissatisfaction that cannot be resolved by a simple explanation or an immediate correction is treated as a complaint. A complaint can concern our services in general or the conduct of an individual employee.
A complaint can be filed by an employee, an employer or another interested party. How you make it known, by email, by phone, in person or by letter, makes no difference to how it is handled.
Filing a complaint
You can file your complaint by email to info@mediwerk.com, by phone on +31 880 117 500, or by letter to MediWerk B.V., Luchthavenweg 6F, 1786 PP Den Helder, the Netherlands.
Please state your name and contact details, whether you are an employee, an employer or another party, what your complaint is about and which MediWerk employees are involved. If you file your complaint in person or by phone and it is not entirely clear, we will ask you to put it in writing.
What falls outside this procedure?
Some situations follow a different route.
- Complaints solely about the medical judgement of the occupational physician. For these you can request an expert opinion (deskundigenoordeel) from the UWV.
- Complaints in which you claim compensation for financial damage caused by MediWerk. These are handled directly by the management.
- Signs of dissatisfaction that can be resolved immediately with brief advice or quick action. We resolve those straight away.
Who handles your complaint?
Complaints from employees about the content of guidance and advice, about treatment or about breach of professional confidentiality are always handled by or under the responsibility of a senior occupational physician. Complaints from clients, for example about invoices or agreements not kept, are handled after consultation with that physician by the most appropriate officer.
By subject
- Our services in general: the management or the quality coordinator
- Health management and medical examinations: the senior occupational physician
- Invoicing: customer support
- Confidentiality, privacy (GDPR) and IT: the data protection officer
How we handle your complaint
- Acknowledgement within three working daysYour complaint is registered and passed to the responsible employee, who sends you an acknowledgement within three working days and informs those involved.
- A conversationThe responsible employee studies all relevant information and always invites you for a conversation, if needed together with a subject expert. Only in consultation with the management, and with reasons, is this departed from.
- Handled within 21 daysYour complaint is handled within 21 calendar days of receipt. You receive a letter that addresses every aspect of your complaint and states, with reasons, whether it is upheld, partly upheld or rejected. If it is (partly) upheld, the letter sets out the measures we take to prevent recurrence.
Not satisfied with the outcome?
If you disagree with how your complaint was handled, you can object to the management of MediWerk within four weeks of receiving the letter. Send your objection to MediWerk B.V., attn. the management, Luchthavenweg 6F, 1786 PP Den Helder, the Netherlands. The management then handles your complaint in second instance.
If you remain dissatisfied after that, you can submit your complaint in third instance to an independent body.
- Geschillencommissie Arbodiensten: the disputes committee for occupational health services recognised by the Dutch Ministry of Health
- Commissie Klachtenbehandeling Aanstellingskeuringen (CKA): for medical and pre-employment examinations
- Regionaal Tuchtcollege voor de Gezondheidszorg: the regional medical disciplinary tribunal