NMT Complaints Procedure

Most patients regard their dentist as expert, reliable and customer-friendly. Even so, cases can arise in which the patient is not entirely satisfied and wishes to submit a complaint.

Dental Information Point (TIP)
Dissatisfaction often arises from ignorance. In many cases, a frank discussion with the patient can dispel much confusion, which can often resolve the complaint. The patient can also seek advice from the NMT's Dental Information Point (TIP) by telephone on 0900 - 2025012. If this does produce the desired result and if the complaint is not resolved, it is important that you have a good complaints procedure.

Legal requirement
As a care provider, you in fact have a legal requirement to have your own complaints procedure, as laid down in the Client’s Right of Complaint (Care Sector) Act (Wet Klachtrecht Cliënten Zorgsector, WKCZ). In addition, you are obliged to inform your patients how they can submit a complaint within your practice. As a member of the NMT you can easily deal with all of this by adopting the NMT Complaints Procedure. By doing so, you will easily meet all the statutory requirements. Adopting the NMT Complaints Procedure costs €75 per complete calendar year (figure for 2010). Your staff will then automatically fall under the NMT Complaints Procedure too.

Complaints procedure
70% of complaints can be resolved through mediation. Mediation involves looking for a solution which is acceptable to both parties under the guidance of experts from a Regional Mediation Council. If necessary, an oral examination may be held. If the mediation is successful, the outcome is recorded in writing and the two parties have resolved the problem together.

However, if the mediation attempt fails, the complaint can be heard by the Central Complaints Committee. In this case, the dentist and patient are invited to a meeting to discuss the complaint. Both parties are asked to explain the problem which has arisen. Several weeks later, both parties are informed of the verdict in writing. This will state whether the complaint has been upheld and if there is reason to make a recommendation alongside the verdict. Following the verdict, the dentist who is the subject of the complaint has a month to respond in writing. No appeal is possible against a verdict of the Central Complaints Committee.

Registering
You can register for the NMT complaints procedure by e-mail. Send your name and membership number to administratie@nmt.nl. You will receive a confirmation in reply.

More information
You can find more information about the NMT complaints procedure in the Dutch information brochure (pdf). Have you already adopted the NMT complaints procedure? If so, you are required to make the accompanying patient leaflets available in your practice. You can order these leaflets from our Members Service by telephone on +31 (0)30 - 60 76 380. You can also view the leaflets by clicking on one of the downloads below.