At C-support, we take complaints and feedback seriously. We do not see them as a burden, but as an opportunity to improve our organization. Hilde Vriens, complaints officer at C-support, explains how we as an organization look at dissatisfaction, feedback and complaints from patients, professionals and other stakeholders.
How do we at C-support deal with feedback or a complaint?
“Anyone who has a complaint wants to be taken seriously in any case. We listen and try to understand the situation well. Being seen, heard and treated with respect — that is the basis. Together we look at how we can solve it. We prefer to resolve complaints or dissatisfaction at the place where it went wrong. So together with the colleagues who are involved. That is the fastest way and prevents the situation from getting worse. If necessary, our department helps with the conversation or we take over for a while — for example, if the contact has become difficult.”
Can you give an example of a situation in which a complaint led to a concrete improvement in care?
“Certainly. We received a complaint about a new request for help from a patient. This report was overlooked, while the patient's request for help was urgent. As a result, we perform an extra daily check for new requests for help. This prevents this from happening again. By taking such signals seriously, we can really improve our support.”
Is it always possible to resolve a complaint? And what if that is not possible?
“Not always. Sometimes there is no clear solution or we cannot meet a certain wish. But even then it is important that people can tell their story. Sometimes we think along about an alternative or explain why something happened in a certain way. That can also provide clarity and peace. Often the person who filed the complaint finds that sufficient to be able to conclude the complaint. However, even in those cases our goal remains: to learn from what is going on and see how we can improve our services.”
As a complaints employee, how do you ensure that colleagues learn from complaints and feedback?
“In the past year, we have talked to colleagues in teams about their experiences with complaints. Not only about the content, but also about how it feels. A complaint often affects you personally. It helps if you can discuss it with your manager or team. We have discussed together that it is not about 'getting your way', but about good consultation and finding a solution. That applies to the complainant and the employee involved. Everyone must feel heard. Real improvements arise from that openness — and we prevent the same complaint from recurring.”
What do you want patients and other stakeholders to know about filing a complaint or providing feedback?
“That it is okay to express your dissatisfaction — it is allowed and it helps. We do not see a complaint as something negative, but as an opportunity to improve. If you have feedback, share it with us. If you have a complaint, you can fill in the complaint form or email it, but you can also discuss your complaint by telephone. And if that is not enough, we can mediate or an independent complaints mediator from Quasir can be called in. It is important that people know that we have an open attitude.”
Do you have feedback or a complaint?
Your experience helps us improve. If you would like to share feedback or make a complaint, please visit this page information on how to do that.
