Compliants
At Diabeter, your opinion matters. Let us know if you have any complaints about our care.
A complaint about diabetes care at Diabeter
Diabeter tailors type 1 diabetes care as much as possible to each individual. Despite this effort, it may happen that someone is not satisfied. First, discuss your complaint with the person you believe is responsible for what happened.
If you are not satisfied with the outcome, you can discuss your complaint with our complaints officer.
WHAT DOES THE COMPLAINTS OFFICER DO?
The complaints officer receives complaints, comments, and issues related to diabetes care at Diabeter. Often, a good conversation between the healthcare provider and the patient already resolves a lot. The complaints officer mediates in this process if necessary. If mediation is unsuccessful, the complaint is discussed with the complaints investigation committee.
The complaints officer can be reached via klacht@diabeter.nl.
WHAT IF A PROBLEM ISN’T RESOLVED?
If the complaints officer is unable to adequately resolve a problem, the matter can be referred to the independent disputes committee that Diabeter is affiliated with. This committee sets binding agreements for both parties. It also has the authority to award compensation.
If the committee’s decision is still unsatisfactory, the matter can be taken to court.
More about complaints at the National Healthcare Reporting Center
Unintended incidents and problems
Diabeter tracks unintended incidents and problems using the Safe Incident Reporting (VIM) system. This system allows incidents to be reported without immediately seeking to assign blame.
We use the reported incidents as learning opportunities to improve diabetes care.
Anyone receiving treatment at Diabeter can report incidents to their own diabetes team. The team will then log the incident in the system.
WHAT IS AN INCIDENT?
Incidents can vary widely. At Diabeter, we distinguish between the following types:
- Care-related incident. An unintended or unexpected event that affects the quality of care. It may have caused harm to a patient or had the potential to do so. Example: A recommendation for an excessively high insulin dose.
- Near-incident. An unintended or unexpected event that does not result in harm. The consequences were recognized and mitigated in time, or they had no impact on the patient’s physical, psychological, or social well-being. Example: An incorrect recommendation that the patient reviewed and corrected in time.
Report Incidents to Your Care Team
Are you receiving treatment at Diabeter and have noticed something that didn’t go well—or something that happened differently than expected?
Please report it to your care team. Your diabetes nurse or physician will log the (near) incident in our Safe Incident Reporting system (VIM).
Every relevant report helps us improve patient safety and the quality of care.
Take the first step toward better diabetes management with Diabeter’s personalized and comprehensive care.
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