Complaints policy and procedure
We aim to provide the best possible dental care. Even so, there may be occasions when you are not satisfied. We aim to resolve every complaint through discussion and to your satisfaction. Below are the steps you can take if you have a complaint.
We welcome both positive and negative feedback so that our practice can continue to grow and improve.
What should you do if you have a complaint?
If you are dissatisfied, you can submit a complaint. The following options are available:
- Raise your concern rather than keeping it to yourself. Preferably discuss it directly with the healthcare professional involved, or arrange an appointment with the practice manager. This often clears up misunderstandings and helps you find a solution together. You can also complete and send our complaints form. We aim to resolve complaints within the practice through discussion, which is usually the most positive outcome for everyone and for your ongoing care.
- If you cannot resolve the complaint together with the practice, you can contact the independent disputes committee. Submitting a complaint to the committee is free and will not negatively affect your treatment. You can email geschillencommissie.aruba@gmail.com.
- If the committee's involvement does not lead to a solution, proceedings can be started before the disciplinary tribunal. Costs apply to this process. The healthcare provider must comply with the tribunal's decision.
The independent disputes committee
The committee can give impartial information, mediate, arrange another discussion with the healthcare professional if you wish, and help find a suitable solution. Mediation aims to restore communication between you and the healthcare provider or find a solution within the practice by agreement. The committee will only act if you want it to. It can also identify opportunities for the organisation to improve. When your complaint is resolved, the committee will prepare a settlement agreement.
To help the committee consider your complaint promptly, please include the following in your email:
- Your first name, surname, date of birth, telephone number and email address
- The name of the healthcare professional concerned
- Your complaint
- What you would like us to do to resolve the situation
- Whether you have already raised the complaint with the practice
- The date the issue arose and whether the independent disputes committee may access your records
You can request a complaints form at reception or by email. You can also download it here.