What can you do if you're not satisfied after the treatment?
Although all treatments at Dr. Penny are carried out carefully, it may be that you're not satisfied. Dr. Penny highly appreciates it if you express your dissatisfaction. We are happy to work with you to find a suitable solution. It is important to keep in mind that our practitioners have an obligation to make an effort, not an obligation to deliver a specific result.
Step 1: Oral contact
Injectables
Are you (still) not satisfied after your treatment? We ask that you contact your practitioner and/or the staff involved. You are always welcome to return for a check-up within two to four weeks after your injectables treatment. This gives you the opportunity to show and evaluate the results. Our service team is happy to help you schedule this appointment. You can email us at info@drpenny.nl
Step 2: Dr. Penny complaint coordinator
If you are unable to resolve the issue with the involved party/parties, you can submit your complaint in writing to our complaints coordinator. She will provide a listening ear and, if necessary, mediate between the doctor and the patient. Together, you will work towards a suitable solution.
We strive to respond to your complaint within five working days. You can contact our complaints coordinator by sending an email to klachten@drpenny.nl
Step 3: External complaints officer
Has your complaint been handled by our complaints coordinator, but you’re still not satisfied? You can then submit your complaint to an independent complaints officer. This officer acts as a mediator between the complainant and the respondent. They can assist you in formulating your complaint and provide information about the procedure and its progress. With your consent, they may review your file and interview staff members of Dr. Penny.
The contact details of the external complaints officer are:
De heer H. Ewalts
E-mail: klachtenfunctionaris.he@gmail.com
Adres: Rivium Quadrant 2, 2909 LC Capelle aan den IJssel
Disputes committee
If you are unexpectedly dissatisfied with our service and/or the treatment results, Dr. Penny has an accessible complaints procedure. We will first try to reach a solution with you. If this is not possible, you can contact our external complaints officer. If you are unable to resolve the issue both with us and with the external complaints officer, you can appeal to the external Disputes Committee.
The Disputes Committee can and will make a decision regarding the case and/or personal injury related to the formation or execution of the agreement between you and Dr. Penny. After careful consideration and investigation, the Disputes Committee will issue a binding recommendation or facilitate a settlement between the complainant and Dr. Penny. Dr. Penny is affiliated with the nationally operating 'De Geschillencommissie' (P.O. Box 90600, 2509 LP The Hague). www.degeschillencommissie.nl).
The Disputes Committee meets the recognition requirements set by the Dutch government. This means you can rely on a fair procedure and an impartial decision.
Please note that at the start of a disputes procedure, a complaint fee is required. Depending on the outcome and the advice, this amount will be refunded to you.
For more information, you can contact the Disputes Committee directly or reach out to our internal complaints coordinator.
Requesting medical record
If you would like to receive a copy of your medical record, you can submit a request via dossieropvragen@drpenny.nl