Not satisfied with your care provider?
Something may go wrong during treatment or care. If you feel that you have been treated or cared for carelessly or incorrectly, you can file a complaint. First, discuss the complaint with your care provider yourself — if you are unable to resolve the matter together, we will assist you further.
Four steps to a solution
You first discuss the complaint with your care provider yourself and try to work it out together.
Does your healthcare provider indicate that the complaints procedure is handled by the NFG? Always verify this with the NFG secretariat.
If you are unable to resolve the matter together, please contact the NFG complaints handling contact person.
If that is also not sufficient, the complaint is submitted to the independent complaints officer.
Contact person for complaint handling
Complaint handling Our complaints handling contact person will discuss the complaint with you and see if a solution is still possible together with your care provider. If you are unable to reach an agreement, she will help formulate the complaint so that it can be submitted to the independent complaints officer.
Unsure where to start?
Feel free to contact the NFG secretariat — we are happy to help you think through the steps to take.
Not satisfied with your care provider: what else can you do?
If you are dissatisfied with your care provider and cannot resolve the issue together, you do not have to turn to the disputes body immediately. For example, you can consult an independent confidential counsellor or suggest a mediation meeting. Many complaints about a care provider are resolved as soon as both parties are given the opportunity to discuss the problem calmly.
When do you involve the Disputes Committee?
If you are unable to resolve the matter with your care provider and remain dissatisfied, you can submit the complaint to the recognized dispute resolution body with which the NFG is affiliated. This body assesses the complaint independently and issues a binding ruling. This is often the final step, after the internal complaints procedure has failed to reach a solution.
