Submitting a complaint

Discussing your complaint with the Patient Information Officers from the Patient Information Centre

If you would prefer to speak to someone other than those directly involved about your complaint, you can discuss your complaint with the officers from the Patient information Centre (Patiëntenvoorlichtingscentrum). They will deal with your complaint with the utmost care and confidentiality and will be pleased to help you free of charge.

There are several possibilities regarding your complaint, namely:

  •  the Patient Information Officer notes your complaint and passes it on to the management of the department in question. Your complaint will also be forwarded to the Complaints Official, unless you indicate that a report to the management of the department will suffice

  • the Patient Information Officer may possibly put you in touch with the Complaints Official and will draw your attention, if necessary, to the professional confidentiality statement. By signing this statement, you grant permission to the complaints official and the staff member involved in your complaint to access your medical file. The access relates only to that part of the file that is important for dealing with your complaint. The statement also means that you release those dealing with the complaint from their professional confidentiality obligation, so that they can provide the Complaints Official with the information that is important for dealing with your complaint.

Where can I find the Patient Information Centre?

You will find the Patient Information Centre in the Serrehal on level 1. See the interactive floor plan for directions to the 'Patiëntenvoorlichtingscentrum'.

Opening hours

The Patient Information Centre is open from Monday to Friday from 8.30 a.m. to 5 p.m. You can come at any time; an appointment is not necessary. You may have to wait for a while as other patients may be before you. Outside opening hours, you can leave a message on the answering machine (telephone number +31 (0)43 387 45 67) or send an e-mail to patientenvoorlichting@mumc.nl. You will be contacted as soon as possible.