Complaints and disputes

At HomeBase Care, we naturally strive to provide the best possible assistance to clients. If a situation arises where clients or parents/caregivers are not satisfied, we would like to know about it. We can improve HomeBase Zorg's services through knowledge of the complaint.

Complaints can be reported to the appropriate staff member. It is preferable to come out of it together. First try to discuss and resolve the problem in a personal conversation with the staff member. In the absence of a satisfactory solution for the client or parent/guardian, you can also file an official complaint.

How do I file a complaint?

Complaints come into HomeBase Care through the staff, director or in writing via email [email protected]. If an appropriate solution cannot be found, we will refer you to our complaints officer.  

We distinguish between: complaint reception and complaint mediation/treatment by a complaints officer or the complaints committee. You can always submit your complaint directly to an independent complaints officer. However, we believe that by first entering into a dialogue with our organization, we can improve our services faster and eliminate some of your dissatisfaction.

Complaint reception/discussion

You report and discuss the complaint with the employee to whom the complaint relates or his/her supervisor. Together we look for a solution. This often helps.

For yourself, it may be good to keep the following in mind here:

  • please respond as soon as possible;
  • when it is something that cannot be quickly dismissed: ask for a conversation;
  • If necessary, try to put the complaint in writing briefly and powerfully in advance and hand it to us;
  • you can also mail these to [email protected];
  • Try to think about what you want to accomplish with the conversation;
  • you can always bring someone with you for support. By talking to each other and listening to each other we will hopefully reach a solution soon.

If the complaint is resolved after a discussion, this resolution is put in writing on the designated complaint form and both parties sign it for approval. We then consider the complaint settled and store the complaint form.

Complaint Mediation

Has the complaint reception not resolved your dissatisfaction or do you wish to file a complaint directly (without complaint reception)? If so, you can submit your complaint by phone or in writing to HomeBase Care's independent complaints officer. The complaints officer can mediate your complaint in an accessible and informal way. The complaints officer can be reached via the details below:

HomeBase Care complaint officer

Molenstraat 30
4201 CX GORINCHEM
E-mail: [email protected]
Tel: 0183 - 682829

The job of the complaints officer is to reach a solution by talking with each other. The complaint officer has 6 weeks to make a decision about the talks. If more time is needed, it can be extended by 4 weeks. If the talks have ensured that there are no more problems, this is written down in the complaint form and signed by everyone. Then the complaint is resolved and the complaint form is saved.

Complaint handling by the complaint committee

It is also possible that you have a complex complaint. In that case, the HomeBase Care complaints officer may decide that you can submit your complaint to the independent complaints committee. You can also submit your complaint (directly) to the complaints committee if you receive care under the Youth Act and/or the Health Insurance Act. The Central Bureau for Complaint Management in Health Care (CBKZ) in Gorinchem is responsible for the complaints committee. The complaints committee can be reached via the details below:

HomeBase Care Complaints Committee

Molenstraat 30
4201 CX GORINCHEM
E-mail: [email protected]
Tel: 0183 - 682829

Disputes Committee

Are you not satisfied with the handling of your complaint by the complaint committee or want a direct judgment? Then you can file a complaint with the independent disputes committee. The outcome of the disputes committee is binding. You cannot go to court or appeal afterwards.

HomeBase Care is affiliated with the Foundation for Disputes in Health Care Disputes Authority. The work of the Disputes Authority is carried out on the basis of Reglement Geschillen in de Zorg (www.geschillenindezorg.nl). For more information, please contact GIDZ at www.geschillenindezorg.nl.

Secrecy

Confidentiality is mandatory for both the complaint committee and anyone else involved in your complaint.

Cost

There is no charge for handling the complaint.

Want to know more?

Do you still have questions after reading our complaint and dispute regulations? For a comprehensive answer, please contact us.