20. Complaints Procedure
20.1 Commitment to Quality
ERIMIS Family Therapy & Systemic Practice is committed to delivering high-quality care and addressing all complaints with the utmost seriousness and professionalism.
20.2 Initial Discussion
If a client is dissatisfied with the services provided, we encourage them to first discuss their concerns directly with their therapist to seek resolution.
20.3 Independent Complaint Process
Should the issue remain unresolved, the client may contact an independent complaints officer who will guide them through the formal complaint submission and mediation process.
20.4 Steps in the Complaints Process
20.4.1 Submission of Complaint
a) Should the client remain unsatisfied with the initial discussion with the therapist, they may submit their complaint to the designated complaints handling organization.
b) Complaints regarding ERIMIS Family Therapy and Systemic Practice services can be submitted to info@zorgdoenwijsamen.nl
c) Should the client require assistance during this process, they may contact the complaints officer directly for support at the same email address.
20.4.2 Conversation and Mediation
The complaints officer will review the client’s concerns and, if necessary, facilitate a discussion between the client and the therapist to work toward a resolution.
20.4.3 Resolution
Upon completion of the process, the resolution will be communicated to both the client and the therapist.
20.4.4 Escalation to the Disputes Committee
If the issue is not resolved to the client’s satisfaction, they may escalate the matter to the Disputes Committee. The committee will review the case and issue a binding decision.
