Patient complaint policy

Your opinion is important to us and we take complaints extremely seriously! This is how we want to keep improving our services. Please share your opinion or complaint as follows:

Filing your complaint with your local pharmacy

Although we do our best to avoid mistakes, you may be dissatisfied. Please let us know so we can resolve your complaint.

Read our complaint policy to learn how we handle complaints. Here are the steps for filing a complaint:

  1. Complaint about pharmaceutical care or pharmacy: Report your complaint directly to your own local Network Pharmacy using the 'Report tip or complaint' form. You can also do this if your complaint is about an employee. We will take your complaint seriously and put it in writing.

  2. Complaint about pharmacy and pharmaceutical care not resolved? Submit your complaint to the independent complaint mediator:[email protected]. National pharmacists' organization KNMP has set up an independent complaints mediator for pharmacy customers/patients. Quasir is the specialized organization for this purpose behind the Mediation Agency Pharmacies. You can also read more about this at apotheek.nl.

  3. Is this not helping enough? Then, with a written final response from the pharmacist, you can submit the complaint as a dispute to Stichting Zorggeschil. This is a legal procedure. The disputes committee investigates whether your complaint is valid and gives a clear, independent and impartial opinion. This judgment is legally binding.

  4. Costs
    - Mediation by the complaints mediator costs nothing.
    - Do you go to Stichting Zorggeschil? That does incur a cost.
    You can find the fees at www.zorggeschil.nl.
    - A dispute must be submitted in writing (can be by email).

Contact details Care Dispute Foundation
Postal address: PO Box 123, 8430 AC Oosterwolde
Telephone: 085 273 32 19
E-mail: [email protected]