Complaint procedure
The complaint procedure at Essential Aesthetics ensures that concerns are handled professionally and confidentially.
Complaints Procedure – Essential Aesthetics
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.
Step-by-step process
Your journey at Essential Aesthetics
Our Care Team will welcome you by telephone and ask the necessary questions to schedule the correct appointment. We are curious about the reason for your visit and why you chose our clinic. We can also ask about your current health, treatment period and any previous operations. This allows us to prepare ourselves well for your arrival. We look forward to receiving you at the clinic!
Your first visit to us is a pre-consultation. This takes place with our consultant, who will guide you through this special journey as best as possible and is mainly there to listen to your needs and concerns. Our consultant will then share her expertise and knowledge while trying to match your wishes with the available range of services and treatments.
The different options, preparations and our care packages will be discussed with you. Our consultant will show you the doctor's extensive portfolio. You will receive a copy of our patient information guide to take home from the operation to read again at home. We understand that one visit is not enough when it comes to a decision about your body and safety, which is why we encourage a second visit.
The second consultation is with the selected surgeon. We have now also received and processed all data for pre-operative screening. During this consultation, the technical aspects and possible risks of the treatment will be discussed and you will be prepared for the big day!
Arriving at this step of your journey, you have met our medical team and received all the information. All preparations have been done and it is finally time for the treatment. We understand that this is a milestone for many, and we do our utmost to make this as comfortable as possible. Our team will personally guide and assist you until the time of the operation.
We offer very comprehensive care. Depending on the treatment you have received, we will help you with the necessary compression suits, lymphatic drainage massages and scar reduction treatments.
Together we also plan several check-up appointments. During recovery, our team will continuously assist you and monitor your recovery. We can always be reached via an (emergency) telephone number, WhatsApp and email.
We are only satisfied when you have fully recovered. Our entire team will assist you until the end of your journey.