Complaint procedure

At Essential Aesthetics, we do everything possible to provide high-quality care and to guide our clients in the best possible way. However, it may occur that you are not satisfied with a treatment or with our services. We consider it important that you discuss this with us. A complaint is seen as an opportunity to improve the quality of our care and services.

This complaints procedure has been established in accordance with the Healthcare Quality, Complaints and Disputes Act (Wkkgz).

Step 1 – Discuss your complaint

Do you have a complaint or are you dissatisfied with something? In the first instance, you can discuss this with the staff member involved or with your treating physician. Often, an open conversation can already provide clarity and allow a solution to be found together.

Our staff members take complaints seriously and will do their best to reach an appropriate solution together with you. Submitting a complaint will not affect your further treatment or your relationship with the clinic.

Step 2 – Contact the complaints officer

If you find it difficult to discuss your complaint directly with the practitioner, or if you are unable to reach a solution together, you may contact an independent complaints officer.

The complaints officer:

- listens to your complaint

-assists you in formulating the complaint

-can mediate between you and the healthcare provider

-works with both parties to find a solution

The support provided by the complaints officer is free of charge and independent.

Essential Aesthetics is affiliated with the following organisation for the complaints officer: DOKh – The Independent Complaints Committee for Healthcare in the Netherlands

You can reach the complaints officer via:

Email: info@dokh.nl
Website: www.dokh.nl

In addition, you may also submit your complaint directly to Essential Aesthetics via: contact@essentialaesthetics.nl

After receiving your complaint, you will receive a confirmation within 2 working days.

Handling of the complaint

Essential Aesthetics handles complaints with care and confidentiality. We aim to reach a solution together with you and, if necessary, with the support of the complaints officer.

In principle, you will receive a substantive response within 6 weeks of submitting your complaint. If additional time is required for a careful assessment, this period may be extended once by a maximum of 4 weeks. You will be informed of this in a timely manner.

Disputes body

If, despite the handling of your complaint and any mediation by the complaints officer, you are not satisfied with the outcome, you may submit the dispute to an independent disputes committee.

For this purpose, Essential Aesthetics is affiliated with: DOKh Healthcare Disputes Committee

The disputes committee assesses the dispute independently and may issue a binding decision. The disputes body may also award compensation of up to €25,000, as established under the Wkkgz.

Confidentiality

All complaints are handled confidentially. Information obtained during the complaints procedure will only be used for handling the complaint and for improving the quality of our care.

Adoption

This complaints procedure has been adopted by Essential Aesthetics and is made publicly available via the website and provided to clients upon request.